POSITION TITLE: SENIOR CUSTOMER SERVICE REPRESENTATIVE
REPORTS TO: OPERATION MANAGER
SUMMARY
Take and process orders and address all customer inquiries and complaints.
DUTIES AND RESPONSIBILITIES
Attending Production/Scheduling meetings to ensure problem orders and deliveries are being met or communicated back to CSR's, the customer, and sales
Support Scheduling and Shipping
Work with other plant departments and sales on problem orders, and backlog issues/concerns
Place orders on timely basis for customer needs and plant production schedule
Process purchase orders
Manage and maintain the inventory levels on all required inventoried items
Update and maintain the required reports to customers on a daily basis
Forward confirmations - Order Acknowledgements, ASN, and COA's
Handle customer complaints, questions and follow-up with appropriate internal/external personnel as required.
Maintain customer files
Process new items, collecting completed New Item Checklist (NIC) documentation and implementing NIC meeting for approval before new items can be produced
Record and distribute customer order changes
Coordinate accounting credit forms for approval
Assist sales personnel as needed on customer accounts
Run all appropriate reports for the day and review for correctness
Adhere to daily machine schedule. Make recommendations for optimizing the schedule to meet cost, quality, delivery and service goals.
Communicate with necessary supervision to avoid problems between plant and customer
Develop working relationship with all other plant department employee/managers.
Implement, maintain, and support all company policies and procedures, including safety program, and good housekeeping.
Additional duties may be assigned by management
Review and understand the Senior CSR role to be a backup and support when needed during vacations, holidays, and busy times
EDUCATION and/or EXPERIENCE
High school diploma or GED
Five years' experience in a manufacturing environment
Candidates are PREFERRED who offer the following:
Experience in the corrugated container industry
Computer literate (MS Excel and MS Word)
LANGUAGE SKILLS
Excellent communication skills. Able to read and interpret documents such as sales, business and performance reports, operating and maintenance instructions, training and procedure manuals. Ability to write business reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or graphic form. Ability to solve a variety of problems and deal with situations where limited information or standardization exists.
MATHEMATICAL SKILLS
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.
TECHNICAL SKILLS
Computer literate (MS Office including Word and Excel), data entry skills
Application knowledge of products and production processes
Quality standards - both ISO and QS
PHYSICAL DEMANDS
The employee is regularly required to stand, walk, and talk or hear. The employee is sometimes required to use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the functions of this job.
While performing the duties of this job, the employee is regularly exposed to moving equipment in the work area. The employee is sometimes exposed to wet and/or humid conditions, along with hot and cold temperatures depending upon the season. The noise level in the work environment is usually loud.
LEADERSHIP ATTRIBUTES
The individual must possess the following:
Superior time management skills including the ability to manage multiple issues concurrently and the ability to lead an effective and efficient meeting.
Excellent crisis manager who demonstrates that he/she has a high emotional control under adverse conditions and can lead his/her personnel to a successful resolution.
Excellent employee relations skills including being an active listener, understanding how to appraise personnel, applying both positive and corrective feedback, being able to resolve conflicts directly or by involving HR when necessary, understands and demonstrates positive motivational skills including coaching and delegation techniques.
Demonstrate confidence including providing a consistent leadership style with an acceptable level of professional assertiveness.
Professional appearance to support his/her role as a managerial representative of the company.
PERFORMANCE MEASUREMENTS
The performance of the Senior CSR will be measured as follows:
Operating standards - the employee will need to meet or exceed the Operating Standards in the areas of sales, customer service, quality, cost, safety, customer satisfaction and productivity. Such standards will be set annually and communicated to the Service Manager.
Personal growth - while the company will provide the tools to assist the Scheduler to grow professionally the responsibility for moving forward lies with the individual. Each year there will be goals developed and agreed to by the GM and his/her superior.
Employee relations - through observations the Senior CSR will be evaluated regarding his/her skills and advancements in the areas of motivational techniques and results, positive and corrective/constructive feedback, subordinate development and creating a positive work environment.
Creativity - this will be evaluated by how active the Senior CSR is in participating in advancing the business through new and innovative approaches.
IND-PSS
Pratt Industries is America's 5th largest paper and packaging company with more than 7,500 highly skilled employees dedicated to the environment and sustainability. Pratt Industries is one of the largest corrugated packaging companies in America, with sophisticated manufacturing facilities in more than a dozen states. The company operates three of the most modern, cost effective paper mills in the country, as well as a series of sheet and box plants strategically placed throughout the United States offering a wide range of creative packaging solutions. Pratt Industries is committed to recycling and the environment by "harvesting the urban forest."
Pratt Industries offers competitive compensation plans with incentive opportunities, full benefits package including medical, dental, vision, life, disability, HSA, All State, Pre-Paid Legal, and 401(k) with company match, paid vacation, and paid holidays.
Pratt Industries provides equal employment (and affirmative action) opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.