Customer Support Analyst (CSA)

Pratt Industries•Macungie, PA

About The Position

The Customer Support Analyst supports customer needs and is responsible for developing, tracking, compiling, analyzing, and communicating 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 customers and identify opportunities to improve customer service. The position also performs office and production-support duties, maintains customer and shipping records, enters data into internal and customer systems, coordinates shipment pickup appointments, and assists with customer requirements. The employee works with production employees, management, and customers, and must keep the DC Operations Manager and Production Manager informed about issues that may affect plant operations. Pratt Industries describes itself as a paper and packaging company with more than 9,000 employees and manufacturing facilities in more than twenty states. The company states that it is committed to recycling and the environment by harvesting the urban forest.

Requirements

High school diploma or GED.
Computer literacy and experience using Microsoft Office.
Ability to communicate clearly and effectively, including with production employees, management, and customers.
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.
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 basic arithmetic and calculate rates, ratios, percentages, discounts, costs, proportions, and volumes.
Ability to follow written, oral, or diagrammed instructions and solve varied problems in situations with limited information or standardization.
Computer data-entry application knowledge and skill.
Knowledge of products and production processes.
Knowledge of the DC Quality System and customer quality requirements.
Ability to walk, talk, hear, stand, and sit; walk on the manufacturing floor; meet the stated vision requirements; and 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 with production employees, management, and customers.
Perform general office duties, including ordering supplies, scanning and faxing, filing, and answering phones.
Maintain excellent working conditions, a safe work environment, and high morale within the plant.
Keep the DC Operations Manager and Production Manager informed about problems or situations that may affect overall plant production operations.
Enter 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, a draft manifest, and a PO sheet.
Enter data into customer sites such as 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.
Comply with company policies and procedures.