Customer Support Analyst
Company: Pratt Industries
Location: Vandalia
Posted on: April 28, 2024
Job Description:
Job Description
The Customer Support Analyst is responsible for the duties listed
below and is the support staff supporting our customers' needs,
along with any additional duties as assigned by management.
Strategic purpose of full-time focus on developing, tracking,
compiling, analyzing and communicating measurements of business
activity that describe customer service and experience. This role
will provide the company with a better understanding of the
customer as well as opportunities to improve overall customer
service. This position will be responsible for providing
data-driven insights focused on our customers in the form of
analytics, reports and presentations generating compelling and
actionable insights for all stakeholders.
DUTIES AND RESPONSIBILITIES
- Must be able to communicate at a high level to production
employees, management and customers
- This position must be computer literate.
- General office duties, ordering supplies, scanning/faxing,
filing, answering phones
- Maintain excellent working conditions, a safe work environment,
and high morale within the plant.
- Keep DC Operations Manager and Production Manager informed
regarding problems or situations that may affect the overall
production operation of the plant.
- Must display emotional control in time sensitive situations and
be able to multi-task
- Must be able to communicate clearly and effectively
- Strong decision making ability, self-motivated and
results-oriented.
- Ability to work effectively and independently in a multi-task,
high-volume environment.
- Comply with company policies and procedures.
- Experienced in Microsoft Office is required
- Must have ability to drive a forklift when needed and perform
forklift driver duties such as loading trucks, scanning materials,
moving and stocking product in a safe manner, and verify materials
and packing slipsPosition requires Data input to perform the
following tasks:
- Transfer built orders into Supply Connect program
- Print productions orders
- Maintain spreadsheets
- Maintain and run reports
- Print production labels and needed forms
- Review and understand backlog
- Maintain and Builds shipping load folder which contains: pick
slips, labels, draft manifest, PO sheet
- Input data into customer sites such as TMS, TMC
- Coordinates appointments for shipment pick up
- Assists with activities involving customer requirements
- Maintain customer files.
- Scan and email all BOL to Retail's Central Receiving
Manager
- Drive forklift and complete other warehouse/shipping
duties/tasks as assignedEDUCATION and/or EXPERIENCE
- High school diploma or GED
- Candidates are PREFERRED who offer the following:
- Experience working in a manufacturing environment
- Computer data-entry experience
- Experience in the corrugated box industryLANGUAGE SKILLS
- Excellent communication skills. Ability to read and interpret
documents such as sales reports, operating instructions, and
training and procedure manuals. Ability to write routine reports
and correspondence.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.REASONING ABILITY
- Ability to apply common sense understanding to carry out
instructions furnished in written, oral, or diagram (graphic) form.
Ability to solve a variety of problems and deal with a variety of
situations where only limited information or standardization
exists.TECHNICAL SKILLS
- Application knowledge and skill for computer data entry
- Application knowledge of products and production processes
- Quality standards - knowledge of the DC Quality System along
with Customer requirementsPHYSICAL DEMANDS
- Employee is regularly required to walk and talk and hear,
stand, and sit. Position requires walking on manufacturing floor.
Vision requirements include: close vision, distance vision, color
vision, peripheral vision, depth perception, and ability to adjust
focus. Employee must be able lift 15 to 45 pounds.WORK ENVIRONMENT
- While performing the duties of this job, the employee is
frequently exposed to wet and/or humid conditions, moving
mechanical parts, and fumes or airborne particles. The noise level
in the work environment can be loud. Climate in the plant may be
hot, cool, or cold.PERFORMANCE MEASUREMENTS
The performance of the Customer Support Analyst will be measured as
follows:
- Operating standards - The employee will need to meet or exceed
the Operating Standards set in the Distribution Center. Such
standards will be set annually and communicated to the Admin.
- Personal growth - Each year there will be professional goals
developed and agreed to by the Office Admin and the DC
Manager.
- Employee relations - The employee will be evaluated regarding
behaviors associated with appropriate human interaction, respect
and communication.
- Creativity - This will be evaluated by how active the employee
is in participating in advancing the business through new and
innovative ideas.
EEOC Statement
Pratt Industries provides equal employment opportunities to
applicants and employees without regard to race, color, religion,
sex, sexual orientation, gender identity, national origin,
protected veteran status, or disability.
Keywords: Pratt Industries, Kettering , Customer Support Analyst, Professions , Vandalia, Ohio
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