Customer Service Representative

Pratt Industries, Inc.; Macungie (Lehigh County); On-site; USD 32,000 - 46,000; Full time

Job summary

Pratt Industries, Inc. is seeking a Customer Service Representative to efficiently process orders, address inquiries, and resolve issues to ensure a positive customer experience.

The role requires meticulous attention to detail, clear communication, and the ability to manage multiple tasks in a dynamic environment. Responsibilities include order management, material purchasing coordination, billing, and supporting the sales team.

Qualifications

• Clear written and verbal communication in English.
• Basic math for rates, discounts, and data analysis.
• Strong problem solving to handle varied situations.
• Familiarity with computer data entry and production processes.
• Understanding ISO and QS quality standards is a plus.

Responsibilities

• Process customer orders accurately and timely.
• Place material orders for production as needed.
• Handle billing and maintain customer records.
• Address customer inquiries and resolve complaints.
• Update and manage customer files and order changes.

Skills

Communication

Mathematical Proficiency

Problem Solving

Technical Skills

Quality Standards

Education

High school diploma or GED

Manufacturing experience preferred

Data entry experience

Job description

Job Title: Customer Service Representative

Reports To: Services Manager

Job Summary

The Customer Service Representative is responsible for efficiently processing customer orders, addressing inquiries, resolving complaints, and ensuring a positive customer experience. This role requires strong attention to detail, excellent communication skills, and the ability to handle multiple tasks in a fast-paced environment.

Key Responsibilities

• Order Management: Receive and process customer orders, either directly from customers or through sales representatives.
• Material Purchasing: Ensure timely placement of orders for materials and supplies needed for production.
• Billing and Documentation: Process billing and maintain accurate customer records.
• Customer Support: Handle customer complaints and inquiries, coordinating with internal teams as necessary for resolutions.
• Data Management: Maintain customer files and update records as required. Process new products and purchase orders, and ensure accurate record-keeping of customer order changes.
• Sales Support: Assist the sales team in managing customer relations and driving supplemental sales where applicable.
• Inventory Management: Monitor warehouse inventory levels to ensure product availability, adhering to agreed minimum/maximum stock levels, and analyze monthly usage and restocking needs.
• Communication: Send order confirmations and other relevant updates to customers via fax or email.
• Compliance: Adhere to company policies and procedures at all times.
• Other Duties: Complete additional tasks as assigned by management.

Qualifications

• Education & Experience:
  • High school diploma or GED required.
  • Preferred candidates with experience in manufacturing or the corrugated box industry.
  • Data entry experience and familiarity with production processes are highly desirable.
• Skills:
  • Communication: Excellent verbal and written communication skills in the English language. Ability to interpret and generate reports and correspondence.
  • Mathematical Proficiency: Ability to perform basic math functions (addition, subtraction, multiplication, division) and calculate rates, discounts, and other numerical data.
  • Problem Solving: Strong reasoning skills with the ability to resolve problems and handle a variety of situations, often with limited information.
  • Technical Skills: Competence in computer data entry and familiarity with product knowledge and production processes.
  • Quality Standards: Understanding of ISO and QS standards is a plus.

Physical Demands

• Regularly required to walk, talk, and hear, as well as stand or sit for extended periods.
• Vision requirements include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

• The role involves working in environments with fluctuating humidity, moving mechanical parts, and exposure to fumes or airborne particles.
• Noise levels in the work environment can be loud.

Performance Metrics

• Sales and Customer Service Standards: The employee will be evaluated based on meeting or exceeding sales and customer service operating standards.
• Professional Growth: Annual goals for professional development will be set in collaboration with the supervisor.
• Employee Interaction: Evaluation of how well the employee fosters positive relationships and demonstrates respect and communication with colleagues.
• Creativity: Assessment of the employee's contribution to business improvement through innovative ideas and active participation.