E-commerce Support Specialist

2 weeks ago

Lathrop, California, United States Pratt Industries Full time
Job Overview

The Customer Service Representative (CSR) plays a vital role in supporting our clients' needs while executing additional responsibilities as assigned by management.

This position focuses on developing, tracking, compiling, analyzing, and communicating metrics that reflect customer service and experience. The CSR will provide the organization with insights into customer behavior and identify opportunities for enhancing overall service quality. This role involves delivering data-driven insights through analytics, reports, and presentations that generate actionable recommendations for stakeholders.

Key Responsibilities
  • Communicate effectively with production staff, management, and customers.
  • Demonstrate proficiency in computer applications.
  • Perform general office tasks, including supply ordering, scanning, faxing, filing, and answering phone calls.
  • Ensure a safe and positive work environment while maintaining high morale.
  • Keep management informed about any issues that may impact production operations.
  • Exhibit emotional control in high-pressure situations and manage multiple tasks efficiently.
  • Communicate clearly and effectively with all parties.
  • Make informed decisions, remain self-motivated, and focus on results.
  • Work independently and effectively in a fast-paced, multi-tasking environment.
  • Adhere to company policies and procedures.
  • Learn and follow quality standards to prevent poor quality from reaching customers.
  • Engage in various tasks across different departments as needed.
  • Complete general duties as required.
Data Management Responsibilities
  • Input built orders into the Supply Connect program.
  • Generate production orders.
  • Maintain and update spreadsheets.
  • Run and analyze reports.
  • Print necessary production labels and documentation.
  • Review backlog and manage shipping load folders.
  • Input data into customer platforms.
  • Coordinate shipment pick-up appointments.
  • Assist with customer-specific requirements.
  • Maintain organized customer files.
  • Scan and send all relevant documentation to management.
Qualifications
  • High school diploma or GED is required.
  • Preferred candidates will have:
  • Experience in a manufacturing setting.
  • Data entry experience.
  • Background in the corrugated box industry.
Language Proficiency
  • Strong communication skills, with the ability to read and interpret documents such as reports and manuals.
Mathematical Skills
  • Ability to perform basic arithmetic operations and calculate figures such as discounts and proportions.
Reasoning Skills
  • Ability to apply common sense to follow instructions and solve problems.
Technical Skills
  • Proficiency in computer data entry and understanding of production processes.
  • Knowledge of quality standards and customer requirements.
Physical Requirements
  • Regularly required to walk, talk, hear, stand, and sit. Must be able to lift 15 to 45 pounds.
Work Environment
  • Exposure to various conditions, including humidity, mechanical parts, and noise. The climate may vary.
Performance Metrics

The CSR's performance will be evaluated based on:
  • Meeting or exceeding operating standards.
  • Achieving personal growth through established professional goals.
  • Demonstrating effective interpersonal skills and communication.
  • Contributing innovative ideas to advance the business.
Company Overview

Pratt Industries is a leading paper and packaging company committed to sustainability and environmental stewardship. With a workforce dedicated to innovative solutions, we operate modern manufacturing facilities across the country, providing a wide range of packaging options. We offer competitive compensation and a comprehensive benefits package, including medical, dental, vision, and retirement plans.

Pratt Industries is an Equal Opportunity/Affirmative Action Employer.

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