Customer Service Rep

Hood Container Corporation; Covington (KY); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Competitive pay & benefits

Annual bonus program

Paid training and development

Job summary

Hood Container Corporation is seeking an on-site Customer Service Representative in Covington, KY. You will be the main contact between customers and internal teams to ensure accurate information, smooth order processing, and timely delivery.

The role requires strong communication, ERP familiarity, and experience in a manufacturing environment. Collaboration with production, logistics, and sales is essential to deliver excellent service and foster customer relationships.

Qualifications

• High school diploma or equivalent; manufacturing customer service experience.
• CRM experience and Microsoft Office proficiency.
• Strong verbal and written communication; multi-tasking in fast-paced setting.
• Experience with ERP systems used in manufacturing.
• Experience in corrugated industry and estimating software.

Responsibilities

• Respond to customer inquiries via phone, email, and other channels.
• Assist with product information, orders, status updates, and issue resolution.
• Coordinate with production, quality control, and logistics for timely fulfillment.
• Document interactions in CRM and elevate complex issues.
• Provide feedback for product improvements.
• Maintain up-to-date knowledge of products and policies.
• Support implementation of customer service policies.

Skills

Communication skills

Computer proficiency

Verbal and written communication

Organizational skills

Education

Associate degree or higher in business/communications

Associate or Bachelor’s degree in a related field

Tools

CRM software

ERP systems

Estimating software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Rep

Full-time Regular 2251 Augustine Ave Covington, Covington, KY, US

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 elevate 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.

Preferred Qualifications:

• 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. Check out more detailed information on our benefits via www.hoodcontainer.com/benefits
• 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.

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.

To learn more about Hood Container Corporation, visit www.hoodcontainer.com or check us out on social media!