Customer Service Representative

Pratt Industries•Fort Worth, TX

69d

About The Position

The Customer Service Representative (CSR) is responsible for processing customer orders, addressing customer inquiries, and resolving complaints while maintaining a high level of customer satisfaction. The CSR plays a key role in managing inventory, ensuring accurate order fulfillment, and supporting both the sales team and production departments to meet customer needs in a timely manner.

Requirements

High School diploma or GED.
Minimum of 3 years’ experience in a customer service or administrative role, preferably in a manufacturing environment.
Proficiency in Microsoft Excel and Word.
Strong verbal and written communication skills.
Ability to effectively communicate with customers, vendors, and internal teams.
Excellent organizational and attention-to-detail skills.
Ability to handle multiple tasks in a fast-paced environment.
Ability to perform basic arithmetic calculations and compute percentages, ratios, and rates as required for order processing.
Ability to apply common sense and critical thinking to solve a variety of customer and operational issues.
Able to work independently and make decisions with limited information.
Proficient in Microsoft Office Suite (Word, Excel).
Knowledge of production processes and quality standards (ISO and QS).
Strong time management and organizational skills.
Demonstrated ability to motivate and coach team members.
Regularly required to stand, walk, and communicate effectively with customers and team members.
Occasional bending, reaching, and handling materials.

Nice To Haves

Experience in the corrugated container industry preferred.

Responsibilities

Take and process customer orders in a timely manner based on customer needs and plant production schedules.
Ensure accurate processing of purchase orders and manage order acknowledgments.
Maintain up-to-date records of customer orders and any changes to the order, ensuring all confirmations and paperwork are properly communicated.
Monitor and maintain inventory levels for all required products.
Update and distribute daily reports to customers, providing them with necessary order information and updates.
Run and review reports for correctness, ensuring that all data is accurate and up-to-date.
Serve as the primary point of contact for customer inquiries, complaints, and issues.
Follow up on customer concerns and resolve any issues by collaborating with internal teams as needed.
Process and track new item requests, ensuring necessary documentation is collected and approvals are obtained before production.
Work closely with the Sales, Production, and Accounting teams to ensure smooth order processing and resolution of issues.
Coordinate and submit tooling paperwork (cutting die/print plates) for approval and production.
Assist sales staff as needed with customer accounts and sales-related tasks.
Adhere to the daily machine schedule and proactively recommend improvements to optimize production schedules while meeting cost, quality, and delivery goals.
Support and follow all company policies, procedures, and safety guidelines.
Maintain a professional, positive, and productive relationship with all team members.
Other duties as assigned by management.