Customer Service Representative Richmond VA

Pratt Industries, Inc.; Sandston (VA); On-site; USD 19,000 - 26,000; Full time

Job summary

Pratt Industries, Inc. seeks a Customer Service Representative to handle a variety of customer inquiries, process orders, and provide technical guidance on products. You will support sales, resolve questions, and build strong customer relationships in a professional office setting.

Responsibilities include entering orders, addressing billing and shipping questions, coordinating with internal teams, and educating customers about product lines and promotions to drive satisfaction and growth.

Qualifications

• Proven customer service experience (1–2 years).
• Ability to handle inquiries, complaints, and order processing.
• Proficient in MS Office and data entry.
• Strong communication and organizational skills.

Responsibilities

• Handle orders via mail, phone, or email and adjust as needed.
• Respond to inquiries about products, pricing, and shipping timelines.
• Provide technical product guidance and resolve customer questions.
• Coordinate with internal teams on shipments, inventory, and scheduling.
• Develop clear correspondence and documentation for customers.
• Promote additional products and inform customers about new lines.
• Maintain customer relationships and act as liaison between sales and customers.

Skills

Customer service

Sales outreach

Problem solving

Communication

Cross-functional collaboration

Technical guidance

Microsoft Office

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.