Customer Service Representative Richmond VA

Pratt Industries; Sandston (VA); On-site; USD 35,000 - 48,000; Full time

Job summary

Pratt Industries is seeking a Customer Service Representative to support customers with orders, inquiries, and product guidance. You will handle complex questions, coordinate with shipping and sales teams, and provide technical assistance on product use and safety.

The role emphasizes building customer relationships, processing requests, and ensuring documentation is complete for recurring or new orders. Strong communication and problem-solving skills are essential.

Qualifications

• One to two years of customer service experience.
• High school graduation or equivalent education and experience.

Responsibilities

• Handle customer needs via mail, phone, or electronic contact and enter or adjust orders.
• Provide product-related information, resolve questions and complaints within scope.
• Offer technical guidance on product usage, safety, and related topics.
• Coordinate with shipping, scheduling, inventory, and sales activities as needed.
• Develop clear correspondence and documentation with customers and respond to inquiries.

Skills

Providing customer service

Selling & marketing

Resolving customer problems

Correspondence writing

Interdepartmental coordination

Technical guidance

PC skills & Office apps

Team communication

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

POSITION TITLE: Customer Service Representative

POSITION SUMMARY: Provides a variety of customer service, support, and technical guidance to internal and external customers. Responsibilities may include solving problems, researching complex information, and building customer relationships.

Essential Job Functions

Receives complex customer needs via incoming mail, telephone, and/or electronic contact regarding the organization’s products and/or services, enters and adjusts orders, performs proactive selling and marketing of products, and resolves questions and complaints within span of control.

Responds to a wide scope of inquiries and/or complaints regarding the organization’s products and/or services, contract requirements, pricing, delivery dates, adjustments to bills/orders, and other account management questions.

Provides technical assistance and guidance to internal and external customers on product base, such as application, storage, color or display matching, clean-up, safety, and a variety of other topics and issues; forwards highly technical or operational calls when appropriate.

Assists with reviewing and coordinating customer service activities pertaining to shipping, plant schedules, inventory levels, and sales activities by reviewing reports, orders, shipments, and other information as required or directed by management.

Develops and reviews correspondence and documentation as appropriate regarding interaction with customers and responds to questions and concerns.

Educates and informs customers of current or new product lines that may satisfy customer needs and assists with selling additional products.

Builds customer relationships and serves as a liaison between sales personnel and customers to clarify orders, provide technical guidance, ensure that all required documentation is complete, and facilitate recurring or new orders.

Performs other general office duties as assigned such as answering phones, processing mail, handling AP, typing correspondence and reports, processing expense reports for management, creating presentations, etc.

Experience Requirements

One to two years of customer service experience.

Educational Requirements

High school graduate or equivalent education and experience.

Skill Requirements

• Providing customer service;
• Selling and marketing services and products;
• Resolving customer problems and concerns;
• Developing correspondence and communications;
• Working with other departments and divisions;
• Providing technical, safety, and operational guidance on a variety of products;
• Applying department policies and procedures to difficult situations;
• PC skills; Microsoft Office applications (Word, Excel, PowerPoint, Outlook); and other applications as required;
• Communicating with co-workers to provide and receive direction.

Work Environment

Professional office environment.

Physical Requirements

Positions in this class typically require: typing, talking, hearing, seeing and repetitive motions.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.