POSITION TITLE: Customer Service Representative

POSITION SUMMARY: Provides a variety of customer service, support, and technical guidance to internal and external customers. Responsibilities may include solving problems, researching complex information, and building customer relationships.

ESSENTIAL JOB FUNCTIONS:

Receives complex customer needs via incoming mail, telephone, and/or electronic contact regarding the organization’s products and/or services, enters and adjusts orders, performs proactive selling and marketing of products, and resolves questions and complaints within span of control.

Responds to a wide scope of inquiries and/or complaints regarding the organization’s products and/or services, contract requirements, pricing, delivery dates, adjustments to bills/orders, and other account management questions.

Provides technical assistance and guidance to internal and external customers on product base, such as application, storage, color or display matching, clean-up, safety, and a variety of other topics and issues; forwards highly technical or operational calls when appropriate.

Assists with reviewing and coordinating customer service activities pertaining to shipping, plant schedules, inventory levels, and sales activities by reviewing reports, orders, shipments, and other information as required or directed by management.

Develops and reviews correspondence and documentation as appropriate regarding interaction with customers and responds to questions and concerns.

Educates and informs customers of current or new product lines that may satisfy customer needs and assists with selling additional products.

Builds customer relationships and serves as a liaison between sales personnel and customers to clarify orders, provide technical guidance, ensure that all required documentation is complete, and facilitate recurring or new orders.

Performs other general office duties as assigned such as answering phones, processing mail, handling AP, typing correspondence and reports, processing expense reports for management, creating presentations, etc.

EXPERIENCE REQUIREMENTS:

One to two years of customer service experience.

EDUCATIONAL REQUIREMENTS:

High school graduate or equivalent education and experience.

SKILL REQUIREMENTS:

• Providing customer service;
• Selling and marketing services and products;
• Resolving customer problems and concerns;
• Developing correspondence and communications;
• Working with other departments and divisions;
• Providing technical, safety, and operational guidance on a variety of products;
• Applying department policies and procedures to difficult situations;
• PC skills; Microsoft Office applications (Word, Excel, PowerPoint, Outlook); and other applications as required;
• Communicating with co-workers to provide and receive direction.

WORK ENVIRONMENT:

Professional office environment.

PHYSICAL REQUIREMENTS:

Positions in this class typically require: typing, talking, hearing, seeing and repetitive motions.

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

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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, FSA, 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.