On-Site Customer Success Rep — Packaging Manufacturing

Hood-Container-1; Austinburg (KY); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Competitive pay & benefits

Annual bonus program

Paid training and development

Caring & Empowering Company Culture

Job summary

Hood Container Corporation is hiring a Customer Service Representative to serve as the primary contact for customers, orchestrating orders through production, logistics, and sales teams. The role emphasizes accurate information, timely responses, and maintaining detailed CRM records to support excellent service.

You will collaborate across departments to ensure smooth order processing, resolve issues, and capture customer feedback for continuous improvement.

Qualifications

• Bachelor-level education or higher in business, communications, or related field.
• Experience with manufacturing processes and terminology.
• Experience with ERP systems used in manufacturing settings.

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

Business degree

Manufacturing knowledge

ERP systems

Customer service training

Quoting & estimating

Business analysis

Education

Assoc degree in business

Assoc or Bachelor's in related field

Tools

CRM software

Microsoft Office

Job description

Hood Container Corporation is hiring a Customer Service Representative to serve as the primary contact for customers, orchestrating orders through production, logistics, and sales teams. The role emphasizes accurate information, timely responses, and maintaining detailed CRM records to support excellent service.

You will collaborate across departments to ensure smooth order processing, resolve issues, and capture customer feedback for continuous improvement.