Job Details

Customer Service Representative

Location: Roanoke, VA

Job Type: Full Time, Salary Non-Exempt

Reports To: Customer Service Manager

Perks of Pratt:

Within 1 Month: Eligible for insurance benefits

At 3 Months: 401k with partial match

At 6 Months: PAID vacation days

Benefits:

401(k)

Dental insurance

Disability insurance

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Life insurance

Parental leave

Vision insurance

Unbox your career! Click apply to start the process!

Overview:

The Customer Service Representative will manage the day-to-day requirements for our customers. This position is perfect for anyone looking for a career that offers endless opportunities for growth personally and professionally in a rapidly growing, high visibility business.

The Customer Service Representative will be expected to manage customer business orders and address all inquiries and complaints. This is a fast-paced role requiring the ability to multi-task, problem solve, and work cross-functionally within the plant and office.

This role will work closely with our team of Sales Representatives and will be directly responsible for building production specifications, accepting and confirming customer purchase orders, confirming inventory availability, ensuring on time and in full delivery, as well as ensuring invoicing accuracy. The CSR position will have daily interaction with Pratt's internal facilities, manufacturing, inventory and logistics teams. The CSR will also have daily interaction with our customers' facility managers and purchasing teams, and will provide rapid responses to all customer inquiries and needs.

Primary Responsibilities:

Working closely with our sales team to promote business retention and growth.

Creating specs for production with information provided from sales & design.

Processing customer purchase orders.

Handling business customer complaints and questions and following-up with appropriate internal personnel as required.

Confirming On Time and In Full (OTIF) Shipments.

Providing rapid responses to all customer tactical needs (order needs, order changes, freight questions, etc.)

Tracking warehouse items to ensure availability and that agreed upon minimum/maximum levels are followed. Analyzing monthly usages and re-stocking per customer.

Maintaining business customer files.

Complying with company policies and procedures.

Additional duties as assigned by management.

Educational Requirements:

High school diploma or GED

Bachelor's degree or equivalent education and experience preferred.

Experience Requirements:

Experience with customer service in the manufacturing industry.

Experience with management of multiple customer accounts.

Experience with Amtech software preferred.

Required Skills:

Strong communication skills both written and verbal

Intermediate computer skills

Strong math/algebra skills

Problem solving and critical thinking

Physical Demands:

The employee is regularly required to walk and talk and hear.

The employee is frequently required to stand; use hands to finger, handle, or feel; and reach with hands and arms.

The employee is occasionally required to sit.

Vision requirements include: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Performance Measurements:

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 CSR 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 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 CSR is in participating in advancing the business through new and innovative ideas.