Customer Support Analyst

Pratt Industries•Dallas, TX

About The Position

The Customer Support Analyst supports customer needs and develops, tracks, compiles, analyzes, and communicates measurements of business activity related to customer service and experience. The role provides data-driven insights through analytics, reports, and presentations to help the company better understand its customers and identify opportunities to improve customer service. The position also performs general office and production-support duties, including entering and maintaining data, preparing production and shipping documents, coordinating shipment pickup appointments, responding to customer requirements, and maintaining customer files. The employee communicates with production employees, management, and customers; keeps the DC Operations Manager and Production Manager informed about issues that may affect plant operations; and complies with company policies and procedures.

Requirements

High school diploma or GED.
Computer literacy and experience with Microsoft Office.
Excellent communication skills, including the ability to read and interpret sales reports, operating instructions, training materials, and procedure manuals, and to write routine reports and correspondence.
Ability to perform arithmetic and calculate rates, ratios, percentages, discounts, costs, proportions, and volumes.
Ability to follow written, oral, or diagrammed instructions and solve problems in situations with limited information or standardization.
Knowledge and skill in computer data-entry applications.
Knowledge of products and production processes.
Knowledge of the DC Quality System and customer requirements.
Ability to display emotional control in time-sensitive situations and multitask.
Strong decision-making ability; self-motivated and results-oriented.
Ability to work effectively and independently in a multitasking, high-volume environment.
Ability to comply with company policies and procedures.
Regular ability to walk, talk, hear, stand, and sit; walk on the manufacturing floor; and lift 15 to 45 pounds.
Vision requirements include close, distance, color, peripheral, and depth perception, and ability to adjust focus.

Nice To Haves

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

Responsibilities

Communicate effectively with production employees, management, and customers.
Perform general office duties, including ordering supplies, scanning and faxing, filing, and answering phones.
Help maintain excellent working conditions, a safe work environment, and high morale within the plant.
Inform the DC Operations Manager and Production Manager of problems or situations that may affect plant operations.
Transfer built orders into the Supply Connect program.
Print production orders, production labels, and required forms.
Maintain spreadsheets and run reports.
Review and understand backlog.
Maintain and build shipping load folders containing pick slips, labels, draft manifests, and PO sheets.
Enter data into customer sites, including TMS and TMC.
Coordinate appointments for shipment pickup.
Assist with activities involving customer requirements.
Maintain customer files.
Scan and email all BOLs to Retail’s Central Receiving Manager.
Develop and pursue professional goals in agreement with the DC Manager, and contribute ideas to advance the business.