Customer Service Representative

Pratt Industries•Conyers, GA

16d•Onsite

About The Position

Take and process orders and address all customer inquiries and complaints. Help facilitate the sales process, improve the customer experience, and participate in value added projects that drive overall improvement to the business.

Requirements

High school diploma or GED
Five years’ experience in a distribution or manufacturing environment
Excellent communication skills.
Able to read and interpret documents such as sales, business and performance reports, operating and maintenance instructions, training and procedure manuals.
Ability to write business reports and correspondence.
Ability to speak effectively before groups of customers or employees of the organization.
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 limited information or standardization exists.
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.
Computer literate (MS Office including Word and Excel), data entry skills
Application knowledge of products and production processes
Quality standards – both ISO and QS
The employee is regularly required to stand, walk, and talk or hear.
The employee is sometimes required to use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch
Superior time management skills including the ability to manage multiple issues concurrently and the ability to lead an effective and efficient meeting.
Excellent crisis manager who demonstrates that he/she has a high emotional control under adverse conditions and can lead his/her personnel to a successful resolution.
Excellent employee relations skills including being an active listener, understanding how to appraise personnel, applying both positive and corrective feedback, being able to resolve conflicts directly or by involving HR when necessary, understands and demonstrates positive motivational skills including coaching and delegation techniques.
Demonstrate confidence including providing a consistent leadership style with an acceptable level of professional assertiveness.
Professional appearance to support his/her role as a managerial representative of the company.

Nice To Haves

Experience in the corrugated container industry
Computer literate (MS Excel and MS Word)
Bilingual in English and Spanish

Responsibilities

Place orders on timely basis for customer needs
Process purchase orders
Manage and maintain the inventory levels on all required inventoried items
Manage drop trailer program and provide recommendations for efficiency and cost reductions
Update and maintain the required reports to customers on a daily basis
Forward confirmations – Order Acknowledgements, ASN, and COA’s
Handle customer complaints, questions, and follow-up with appropriate internal/external personnel as required.
Maintain customer files
Process new items, collecting completed New Item Checklist (NIC) documentation and implementing NIC meeting for approval before new items can be produced
Submit paperwork for tooling (cutting die/print plates) to be ordered by supporting plant
Record and distribute customer order changes
Coordinate accounting credit forms for approval
Assist sales personnel as needed on customer accounts
Run all appropriate reports for the day and review for correctness
Communicate with necessary supervision to avoid problems between warehouse and customer
Develop working relationship with all other warehouse department employee/managers.
Implement, maintain, and support all company policies and procedures, including safety program, and good housekeeping
Assist other warehouse locations as needed.
Additional duties may be assigned by management.