S Customer Service Representative

Hood Packaging Corporation; Burlington; On-site; CAD 55,000 - 61,000; Full time

Job summary

Hood Packaging Corporation is hiring for a Customer Service Representative in Burlington. In this role, you will interact directly with customers to provide information and assist with order management, ensuring customer satisfaction. Ideal candidates will have strong communication skills and several years of experience in customer service within a manufacturing environment.

Qualifications

• 3-5 years of customer service experience in a manufacturing environment.
• Ability to handle customer inquiries effectively.
• Excellent communication skills required.

Responsibilities

• Interact with customers to process information and manage orders.
• Resolve customer complaints in a timely manner.
• Maintain records and communication for customer orders.

Skills

Verbal communication

Written communication

Telephone skills

Decision making

Prioritization

Customer service

Computer skills

Education

High School Diploma or GED

2 Yr Post Secondary Degree/Diploma

Tools

Excel

Job description

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Hood Packaging Corporation provided pay range

This range is provided by Hood Packaging Corporation. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$55,600.00/yr - CA$61,000.00/yr

SCOPE OF POSITION

The Customer Service Rep is responsible for interacting with customers to provide and process information in response to inquiries, concerns and requests as well as managing all internal processes related to customer orders.

PRINCIPAL RESPONSIBLITIES

Within the limits of applicable policies, procedures and established plans, he/she has authority to take action and make decisions. The assignment of work or delegation or responsibility does not relinquish responsibility for results. Performance will be measured by the extent to which the responsibilities have been fulfilled.

Functional Responsibilities

%

• Order entry - ensure the sales order correctly reflects the customer’s requirements and the order is priced correctly.
• Respond promptly to customer inquiries, concerns & requests.
• Investigate and resolve customer complaints in a timely manner; communicate and coordinate with internal departments as required. Generate corrective action reports;
• Maintain up-to-date log of customer complaints.
• Coordinate returns; prepare samples; investigate & report on shipping problems; prepare debit/credit requests; review NCPRs for internal action.
• General office duties and other communications, reports and follow-up.
• Complete customer surveys annually & for Management Review
• Periodically audit shipping and receiving process
• Maintain Current Item and Customer information in QAD system, FA reports, and Sales Order output.
• Direct customer contact and maintenance of inside sales for designated customers and product lines
• Manage customer database; maintain files .
• Invoicing and credits
  
  

KEY WORKING RELATIONSHIPS

• Customers, daily, for communication for orders: placement, updating, changing, coordinating, confirming, problems and issues
• Salespersons, daily, for communication on customer issues, problems, complaints, delivery
• Accounting Department, daily, for verification or orders shipped
• Shipping Supervisor, daily, for shipping deliver times and information
• Scheduling/Purchasing, daily, for lead times and paper availability
• Production, Printing Supervision, daily, for order status, updates and changes
• Graphics Department, daily, for artwork needs, status, problems, issues and changes
  
  

Functional Requirements

• Regular use of computers, MIS, QAD systems, telephone and misc. office equipment
• Must organize complex tasks & meet deadlines.
• Understand and follow the food, safety, and quality procedures.
  
  

PHYSICAL DEMANDS

• Light physical effort
  
  

WORK ENVIRONMENT

• Office
  
  

Qualifications

Education & Experience

• High School Diploma or GED with 3-5 years customer service experience in a manufacturing environment OR 2 Yr Post Secondary Degree/Diploma in a related field with 1 year experience in customer service in a manufacturing environment
  
  

Skills

• Excellent verbal and written communication
• Excellent telephone skills
• Ability to effectively, courteously and diplomatically deal with all types of customers, sales and department conditions
• Excellent computer skills, specifically Excel
• Ability to make sound decisions and correctly set priorities for customer orders and adverse situations

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Packaging and Containers Manufacturing

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