Customer Service Representative

Pratt Industries; Macungie (Lehigh County); On-site; USD 35,000 - 52,000; Full time

Job summary

Pratt Industries is seeking a Customer Service Representative to efficiently process orders and respond to inquiries, ensuring a positive customer experience. The role supports production with timely material purchasing, accurate billing, and proactive data management.

You will help the sales team manage customer relations, monitor inventory, and communicate order updates. Strong English communication, data entry skills, and knowledge of production processes are essential.

Qualifications

• High school diploma or GED required.
• Experience in manufacturing or corrugated box industry preferred.
• Data entry experience and familiarity with production processes desired.
• Excellent verbal and written communication in English; ability to interpret reports.

Responsibilities

• Process customer orders efficiently and accurately.
• Place material orders for production as needed.
• Process billing and maintain customer records.
• Handle customer inquiries and coordinate with internal teams for resolutions.
• Maintain customer files and update records; process new products and purchase orders.

Skills

Communication

Math

Problem Solving

Technical Skills

Quality Standards

Education

High School Diploma or GED

Tools

Computer data entry

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.
• 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.

Additional Information

Unpack Your Potential

EEOC Statement

Pratt Industries provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

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