Job Description

About the Role:

The Customer Service role within the manufacturing sector is pivotal in ensuring seamless communication between the company and its clients, facilitating the delivery of high-quality products and services. This position focuses on managing customer inquiries, resolving issues efficiently, and providing accurate information regarding product specifications, order status, and delivery timelines. The role requires collaboration with production, logistics, and sales teams to coordinate order fulfillment and address any challenges that may arise during the manufacturing process. By maintaining strong customer relationships and ensuring satisfaction, the role directly contributes to customer retention and the company’s reputation for reliability. Ultimately, this position drives operational excellence by balancing customer needs with manufacturing capabilities to support business growth and success.

Minimum Qualifications:

• High school diploma or equivalent required; associate degree or higher preferred.
• Minimum of 2 years experience in customer service, preferably within a manufacturing or industrial environment.
• Basic computer skills, including experience with CRM software and Microsoft Office applications.
• Strong verbal and written communication skills.
• Ability to multitask and manage time effectively in a fast-paced environment.

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Communications, or related field.
• Experience with manufacturing processes and terminology.
• Familiarity with ERP systems such as Amtech.
• Knowledge of manufacturing processes and terminology.
• Certification or training in customer service.
• Business analysis experience.

Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and other communication channels.
• Coordinate with production and logistics teams to track order status and ensure timely delivery of products.
• Resolve customer complaints and issues by identifying root causes and implementing effective solutions.
• Maintain accurate records of customer interactions, orders, and feedback in the company’s CRM system.
• Collaborate with sales and management teams to communicate customer requirements and feedback.
• 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.

Skills:

The required skills enable the candidate to communicate clearly and empathetically with customers, ensuring their needs are understood and addressed promptly. Proficiency in CRM and office software supports efficient management of customer data and order tracking, which is essential for coordinating with internal teams. Strong problem-solving skills are applied daily to resolve issues that may impact customer satisfaction or delivery timelines. Preferred skills such as ERP system knowledge and manufacturing process understanding enhance the ability to navigate complex order fulfillment scenarios and provide more informed support. Additionally, bilingual communication skills expand the candidate’s capacity to serve a diverse customer base effectively, fostering inclusivity and broader market reach.

Our goal is to be a diverse workforce that is representative, at all 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 drive 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. To learn more about Hood Container Corporation visit www.hoodcontainer.com or check us out on social media!

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