Customer Support Analyst (CSA)

Pratt Industries, Inc.; Pennsylvania; On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Disability insurance

401(k) with company match

Paid vacation

Paid holidays

Parental leave

Pre-Paid Legal

Job summary

Pratt Industries, Inc. is seeking a Customer Support Analyst to develop, track, and analyze customer service metrics. You will provide data-driven insights, automate reporting, and present findings to stakeholders to improve overall customer experience.

The role emphasizes data input, report building, and collaboration with production and logistics teams in a manufacturing setting.

Qualifications

• High school diploma or GED is required or preferred.
• Experience in manufacturing environments is preferred.
• Proficient computer data-entry skills are required.
• Experience in the corrugated box industry is advantageous.
• Excellent communication skills and ability to interpret reports and manuals are essential.

Responsibilities

• Communicate at a high level to production employees, management and customers.
• Perform general office duties including ordering supplies, scanning, filing, and answering phones.
• Maintain a safe, high-morale work environment and inform managers of issues affecting production.
• Input data into systems like Supply Connect, TMS, and TMC; print production orders and labels.
• Generate and review reports; maintain shipping folders and backlog reviews.
• Coordinate shipment pickups and assist with customer requirements.

Skills

Communication skills

Data entry

Office software

Multi-tasking

Problem solving

Education

High school diploma or GED

Experience in manufacturing environment

Computer data-entry experience

Experience in corrugated box industry

Tools

Microsoft Office

Job description

The Customer Support Analyst is responsible for the duties listed below and is the support staff supporting our customers’ needs, along with any additional duties as assigned by management.

Strategic purpose of full-time focus on developing, tracking, compiling, analyzing and communicating measurements of business activity that describe customer service and experience. This role will provide the company with a better understanding of the customer as well as opportunities to improve overall customer service. This position will be responsible for providing data-driven insights focused on our customers in the form of analytics, reports and presentations generating compelling and actionable insights for all stakeholders.

DUTIES AND RESPONSIBILITIES

• Must be able to communicate at a high level to production employees, management and customers
• This position must be computer literate.
• General office duties, ordering supplies, scanning/faxing, filing, answering phones
• Maintain excellent working conditions, a safe work environment, and high morale within the plant.
• Keep DC Operations Manager and Production Manager informed regarding problems or situations that may affect the overall production operation of the plant.
• Must display emotional control in time sensitive situations and be able to multi-task
• Must be able to communicate clearly and effectively
• Strong decision making ability, self-motivated and results-oriented.
• Ability to work effectively and independently in a multi-task, high-volume environment.
• Comply with company policies and procedures.
• Experienced in Microsoft Office is required

Position requires Data input to perform the following tasks:

• Transfer built orders into Supply Connect program
• Print productions orders
• Maintain and run reports
• Print production labels and needed forms
• Review and understand backlog
• Maintain and Builds shipping load folder which contains: pick slips, labels, draft manifest, PO sheet
• Input data into customer sites such as TMS, TMC
• Coordinates appointments for shipment pick up
• Assists with activities involving customer requirements
• Scan and email all BOL to Retail’s Central Receiving Manager

EDUCATION and/or EXPERIENCE

• High school diploma or GED
• Candidates are PREFERRED who offer the following:
• Experience working in a manufacturing environment
• Computer data-entry experience
• Experience in the corrugated box industry

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, 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 diagram (graphic) form. Ability to solve a variety of problems and deal with a variety of 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
• Quality standards – knowledge of the DC Quality System along with Customer requirements

PHYSICAL DEMANDS

• Employee is regularly required to walk and talk and hear, stand, and sit. Position requires walking on manufacturing floor. Vision requirements include: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Employee must be able lift 15 to 45 pounds.

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 can be loud. Climate in the plant may be hot, cool, or cold.

Additional Information

Pratt Industries is America's 5th largest paper and packaging company with more than 9,000 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 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.

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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