Customer Service Rep - Quoting / Estimating

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

Job summary

Hood Container Corporation is seeking an on-site Customer Service Representative to be the primary contact for customers in the packaging manufacturing industry. You will support order processing, provide product information, and coordinate with production, logistics, and sales to ensure timely delivery.

You will document interactions in CRM, resolve inquiries, and escalate complex issues while maintaining up-to-date product knowledge and policies.

Qualifications

• Minimum: High school diploma or equivalent.
• Experience in a customer service role within manufacturing/industrial environment.
• Basic computer proficiency including CRM software and Microsoft Office.
• Strong verbal and written communication skills.
• Ability to multitask and prioritize in a fast-paced environment.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, and other channels.
• Assist customers with product information, order placement, order status updates, and issue resolution.
• Coordinate with production, quality control, and logistics to ensure accurate and timely order fulfillment.
• Document all customer interactions and transactions in the CRM system.
• Identify and escalate complex issues to appropriate teams and follow up for resolution.
• Provide feedback to management on recurring concerns and potential product improvements.
• Maintain up-to-date knowledge of products, services, and policies.
• Support the implementation of customer service policies to enhance service quality.

Skills

Effective communication

Computer proficiency

Problem solving

Organizational skills

Manufacturing processes

ERP systems

Bilingual skills

Customer service certifications

Education

High school diploma or equivalent

Associate degree or higher in business, communications, or a related field

Tools

CRM software

Job description

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.

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.

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.

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.

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.

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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