Customer Service Representative

Pratt Industries, Inc.; San Antonio (TX); On-site; USD 35,000 - 52,000; Full time

Benefits offered by this job

Insurance Benefits

Paid holidays from day one

401(k) with match

Tuition reimbursement

Medical, dental, vision

Paid parental leave

HSA

Monthly incentive bonus

Job summary

Pratt Industries – San Antonio is seeking a Customer Service Representative to be the primary contact for customers, taking and processing orders, and addressing inquiries and complaints. You will manage orders and customer records, coordinating with internal teams to fulfill needs and support sales efforts.

Responsibilities include billing, order changes, and assisting sales staff while upholding company policies and quality standards in a manufacturing setting.

Qualifications

• High school diploma or GED required.
• Experience in manufacturing environment preferred.
• Computer data-entry experience preferred.
• Excellent written and spoken communication skills.
• Ability to read reports and training manuals.

Responsibilities

• Take customer orders from customers or sales representatives.
• Place orders promptly for production materials and supplies.
• Process billing accurately and efficiently.
• Handle customer inquiries and complaints, following up with internal teams.
• Process new items and new purchase orders.
• Coordinate accounting credits.
• Record and distribute order changes.
• Fax order confirmations to customers.
• Assist sales personnel and identify supplemental sales opportunities.
• Track warehouse items to ensure availability and proper stock levels.
• Analyze monthly usages and restocking needs per customer.
• Comply with all company policies and procedures.

Skills

Customer service

Order processing

Data entry

Communication

Attention to detail

Education

High school diploma or GED

Tools

CRM software

Microsoft Excel

Job description

As a Customer Service Representative for Pratt Industries – San Antonio, you will be the primary point of contact for our customers, responsible for taking and processing orders, and addressing all inquiries and complaints. You'll play a crucial role in ensuring customer satisfaction by accurately managing orders, maintaining customer records, and coordinating with various internal departments to fulfill customer needs and support sales efforts.

Give and Get

What You’ll Get:

• Insurance Benefits and wellness reimbursement within one month
• Paid holidays from day one, paid vacation after 6 months and 401(k) with match at 3 months
• Tuition reimbursement at one year
• Excellent benefits package including medical, dental, short-term disability and HSA
• Paid Childbearing/parental leave at one year
• Healthy Lifestyle program with up to $1,200 awarded each year to your HSA
• Employee Assistance Programs to help you manage your life at work and at home
• Safety and PPE Reimbursements
• Cell phone discount with 2 major providers
• Monthly incentive bonus if plant goals are met

What You’ll Give:

• A strong commitment to delivering excellent customer service and ensuring customer satisfaction.
• Exceptional attention to detail when processing orders and managing customer information.
• Proactive communication skills to address inquiries, resolve complaints, and coordinate effectively with internal teams.
• A willingness to support sales personnel and contribute to identifying supplemental sales opportunities.
• Adherence to company policies and procedures , maintaining high standards in all interactions.

Primary Duties and Responsibilities

• Take customer orders directly from customers or sales representatives.
• Place orders on a timely basis for purchases of materials and supplies to be used in production.
• Process billing accurately and efficiently.
• Handle customer complaints and questions, following up with appropriate internal personnel as required.
• Process new items and new purchase orders.
• Coordinate accounting credits.
• Record and distribute customer order changes.
• Fax order confirmations to customers.
• Assist sales personnel as appropriate and assist in generating supplemental sales.
• Track warehouse items to ensure availability and that agreed-upon minimum/maximum levels are followed.
• Analyze monthly usages and re-stocking needs per customer.
• Comply with all company policies and procedures.

Additional duties as assigned by management.

What You’ll Need to be Successful

• Education: High school diploma or GED.
• Experience:
• Experience working in a manufacturing environment (preferred).
• Computer data-entry experience (preferred).
• Experience in the corrugated box industry (preferred).
• Language Skills: Excellent communication skills. Ability to read and interpret documents such as sales reports, operating instructions, and training and procedure manuals. Ability to write routine reports and correspondence.
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure. Ability to compute rates, ratios, and percentages, and calculate figures and amounts such as discounts, costs, proportions, and volumes.
• Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or graphic form. Ability to solve a variety of problems and deal with situations where only limited information or standardization exists.
• Technical Skills: Application knowledge and skill for computer data entry. Application knowledge of products and production processes. Understanding of Quality standards – both ISO and QS.
• Physical Demands: Regularly required to walk, talk, hear, stand, and sit. Vision requirements include: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work Environment: While performing the duties of this job, the employee is frequently exposed to wet and/or humid conditions, moving mechanical parts, and fumes or airborne particles. The noise level in the work environment is usually loud.
• Leadership attributes: N/A (This role does not explicitly list leadership attributes in the original description, focusing more on individual contribution and problem‑solving.)
• Certifications: N/A
• Performance Measurements:
• Operating Standards – The employee will need to meet or exceed the operating standards set in the area of sales and customer service. Such standards will be set annually and communicated to the representative
• Personal growth – Each year there will be professional goals developed and agreed to by the representative and their supervisor
• Employee relations – The employee will be evaluated regarding behaviors associated with appropriate human interaction, respect and communication
• Creativity – The employee will be evaluated by how active the employee is in participating in advancing the business through new and innovative ideas

Take Action and Unbox Your Potential – Next Steps:

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

Additional Information

Pratt Industries is America's 5th largest paper and packaging company with more than10,000 highly skilled green collar employees dedicated to the environment and sustainability. Pratt Industries is one of the largest corrugated packaging companies in America, with sophisticated manufacturing facilities in more than twenty states. The company operates several of the most modern, cost effective paper mills in the country, as well as a series of sheet and box plants strategically placed throughout the United States offering a wide range of creative packaging solutions. Pratt Industries is committed to recycling and the environment by harvesting the urban forest.
Pratt Industries offers competitive compensation plans with incentive opportunities, full benefits package including medical, dental, vision, life, disability, All State, Pre-Paid Legal, and 401(k) with company match, paid vacation, paid holidays, and childbearing and parental leave.
Pratt Industries is an Equal Opportunity/Affirmative Action Employer - M/F/V/D

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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