Customer Support Analyst (CSA) - Mid-Shift

Pratt Industries•Macungie, PA

5d•Onsite

About The Position

The Customer Support Analyst (CSA) is responsible for supporting customer needs and performing additional duties as assigned by management. This full-time role focuses on developing, tracking, compiling, analyzing, and communicating measurements of business activity related to customer service and experience. The goal is to provide the company with a better understanding of the customer and identify opportunities for improvement. This position will deliver data-driven insights on customers through analytics, reports, and presentations, generating actionable insights for all stakeholders.

Requirements

Must be computer literate.
Experienced in Microsoft Office is required.
High school diploma or GED.
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.
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.
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.
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.
Regularly required to walk and talk and hear, stand, and sit.
Requires walking on manufacturing floor.
Vision requirements include: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Must be able to lift 15 to 45 pounds.

Nice To Haves

Experience working in a manufacturing environment
Computer data-entry experience
Experience in the corrugated box industry

Responsibilities

Communicate at a high level to production employees, management, and customers.
Perform general office duties, including ordering supplies, scanning/faxing, filing, and 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.
Display emotional control in time-sensitive situations and be able to multi-task.
Communicate clearly and effectively.
Make strong decisions, be self-motivated, and results-oriented.
Work effectively and independently in a multi-task, high-volume environment.
Comply with company policies and procedures.
Transfer built orders into Supply Connect program.
Print production orders.
Maintain spreadsheets.
Maintain and run reports.
Print production labels and needed forms.
Review and understand backlog.
Maintain and build shipping load folders (pick slips, labels, draft manifest, PO sheet).
Input data into customer sites such as TMS, TMC.
Coordinate appointments for shipment pick up.
Assist with activities involving customer requirements.
Maintain customer files.
Scan and email all BOL to Retail’s Central Receiving Manager.