Customer Support Analyst (CSA)

Pratt Industries•Macungie, PA

8d•Onsite

About The Position

The Customer Support Analyst (CSA) supports customers and helps the company understand and improve the customer experience. The position focuses on developing, tracking, compiling, analyzing, and communicating measurements of business activity related to customer service. It provides data-driven insights through analytics, reports, and presentations for stakeholders. The role combines office, data-entry, production-support, and customer-coordination duties. Work includes transferring built orders into Supply Connect, printing production orders and labels, maintaining spreadsheets and reports, reviewing backlog, preparing shipping-load folders, entering information into customer systems, coordinating shipment pickup appointments, maintaining customer files, and scanning and emailing bills of lading. The employee also supports general office operations and communicates with production employees, management, and customers. The position involves working on a manufacturing floor and may include exposure to wet or humid conditions, moving mechanical parts, fumes or airborne particles, loud noise, and changing plant temperatures. Pratt Industries describes itself as a paper and packaging company with more than 9,000 employees, manufacturing facilities in more than twenty states, and a commitment to recycling and the environment.

Requirements

High school diploma or GED.
Computer literacy and experience with Microsoft Office.
Ability to communicate clearly and effectively with employees, management, and customers.
Ability to maintain 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 multitask, high-volume environment.
Ability to read and interpret sales reports, operating instructions, training materials, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to perform basic arithmetic and calculate rates, ratios, percentages, discounts, costs, proportions, and volumes.
Ability to follow written, oral, or diagram-based instructions and solve varied problems where information or standardization may be limited.
Computer data-entry application knowledge and skill.
Knowledge of products and production processes, quality standards, the DC Quality System, and customer requirements.
Ability to walk, talk, hear, stand, and sit; walk on the manufacturing floor; and lift 15 to 45 pounds.
Vision capabilities including close, distance, color, peripheral, and depth perception, and the ability to adjust focus.

Nice To Haves

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

Responsibilities

Develop, track, compile, analyze, and communicate measurements related to customer service and experience.
Generate analytics, reports, and presentations that provide actionable customer insights to stakeholders.
Communicate with production employees, management, and customers.
Perform general office duties, including ordering supplies, scanning, faxing, filing, and answering phones.
Maintain good working conditions, a safe work environment, and high morale within the plant.
Keep the DC Operations Manager and Production Manager informed of problems or situations that may affect plant production operations.
Transfer built orders into the Supply Connect program.
Print production orders, labels, and required forms.
Maintain spreadsheets and run reports.
Review and understand backlog.
Build and maintain shipping-load folders containing pick slips, labels, draft manifests, and PO sheets.
Enter data into customer sites such as TMS and TMC.
Coordinate shipment pickup appointments.
Assist with activities involving customer requirements and maintain customer files.
Scan and email bills of lading to the Retail’s Central Receiving Manager.
Comply with company policies and procedures.