Customer Service Rep

Customer Service Representative

Monday to Friday: 8am to 5pm

About the Role:

As an on-site Customer Service Representative in the packaging manufacturing industry, you will serve as the primary point of contact between our company and our valued customers. Your role is critical in ensuring customer satisfaction by addressing inquiries, resolving issues, and providing accurate information about our products and services. You will collaborate closely with production, logistics, and sales teams to facilitate smooth order processing and timely delivery. By maintaining detailed records of customer interactions and feedback, you will contribute to continuous improvement initiatives that enhance overall customer experience. Ultimately, your efforts will help build strong, long-lasting relationships that support the company's growth and reputation in the manufacturing sector.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and other communication channels.
• Assist customers with product information, order placement, order status updates, and issue resolution.
• Coordinate with internal departments such as production, quality control, and logistics to ensure accurate and timely order fulfillment.
• Document all customer interactions and transactions accurately in the customer relationship management (CRM) system.
• Identify and escalate complex issues to the appropriate teams while following up to ensure resolution.
• Provide feedback to management regarding recurring customer concerns and potential product improvements.
• Maintain up-to-date knowledge of company products, services, and policies to provide accurate information.
• Support the implementation of customer service policies and procedures to enhance service quality.

Preferred Qualifications:

• Associate degree or higher in business, communications, or a related field.
• Experience with manufacturing processes and terminology.
• Familiarity with ERP systems used in manufacturing settings.
• Customer service certification or training.
• Quoting/estimating experience.
• Business analysis experience.
• Associate or Bachelor's degree in a related field
• Experience in the Corrugated industry
• Experience with estimating and estimating software.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service role within a manufacturing or industrial environment.
• Basic computer proficiency, including experience with CRM software and Microsoft Office applications.
• Strong verbal and written communication skills.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.

Skills:

The required skills such as effective communication and computer proficiency are essential for interacting with customers and managing their information accurately. Strong problem-solving abilities enable you to address and resolve customer issues efficiently, ensuring satisfaction. Organizational skills help in managing multiple customer requests and coordinating with various internal departments to fulfill orders. Preferred skills like knowledge of manufacturing processes and ERP systems enhance your ability to understand customer needs and provide precise information. Additionally, bilingual skills or customer service certifications can improve communication with diverse customers and contribute to higher service standards.

Here's why you'll love working at Hood Container:

• Competitive pay & benefits: We offer a competitive base salary, an annual bonus program, and a comprehensive benefits package to keep you healthy and happy.
• Continuous learning: We invest in paid training and development to help you grow your skills and advance your career.
• Caring & Empowering Company Culture: Supportive & collaborative team dedicated to seeing you unbox your potential to help make a difference & make customers happy.
• Growing Company in a Sustainable Industry: Consider a Future in Corrugated Packaging

Our goal is to have a diverse workforce that is representative, at all job levels, of the citizens and customers we serve. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.

Hood Container Corporation is a family-owned, Mill to Market company, specializing in containerboard and kraft paper, corrugated boxes, high graphic displays, and contract packaging. Our commitment to customer happiness, employee well-being, environmental stewardship, and operational excellence drives our business. Over the last decade, Hood Container Corporation has grown to become one of the top ten Paper and Packaging Companies in the United States.