S Senior Customer Service Representative

Hood Packaging Corporation•Summerville, SC

11d•Onsite

About The Position

Hood Packaging Corporation has a rich history in North America as a leader in the packaging industry. From our beginnings in 1978 as Southern Bag Corporation, our company has been at the forefront in the design and manufacture of a wide range of packaging materials. Our goal is to provide products that are manufactured in a safety-conscious environment with attention to high quality, timeliness, and consistently exceeding customer expectations. In 2010, Hood Packaging acquired a woven polypropylene converter in Goose Creek, SC. Building on that success, we expanded and opened our state-of-the-art plant in Summerville in 2021. As demand has grown, so have we. The Summerville facility is once again expanding with nearly 100,000 additional square feet being added. This continued investment demonstrates our commitment to growth, innovation, and long-term stability in the community. We meet our goals every day because we employ some of the best packaging professionals in the industry. We could not succeed without our dedicated employees. If you are looking for more than just a job and want to build a career, consider Hood Packaging Corporation. Hood Packaging is currently seeking a Senior Customer Service Representative for our Summerville, SC facility. This role is responsible for managing customer orders from start to finish, ensuring accuracy, communication, and timely completion. The Senior CSR serves as a key contact for customers and internal departments, acting as both a functional and technical resource within the team.

Requirements

High school diploma or GED with at least 3 years of customer service experience in a manufacturing environment, or
Two-year post-secondary degree or diploma in a related field with 1–3 years of manufacturing customer service experience.
Excellent verbal and written communication skills.
Strong telephone and customer interaction skills.
Ability to effectively, courteously, and professionally communicate with customers, sales, and internal departments.
Strong computer skills, especially in Microsoft Excel.
Ability to make sound decisions and set priorities under pressure.

Responsibilities

Oversee customer orders, ensuring completeness and accuracy while meeting customer requirements.
Manage customer orders throughout the manufacturing process, proactively communicating delays and providing alternatives to meet expectations.
Partner with Sales and Manufacturing to develop and maintain customer-specific service programs.
Support expediting of rush shipments and monitor progress to ensure on-time delivery.
Participate in departmental performance management initiatives.
Proactively manage customer finished goods inventory levels.
Cross-train to become fully functional in all team responsibilities and assist as needed.
Attend and participate in internal and customer meetings as required.
Maintain accurate records, resolve order-related issues, and collaborate with other departments as needed.
Respond promptly to customer inquiries, concerns, and requests.
Complete customer surveys annually and contribute to management review processes.
Maintain customer databases and documentation for designated customers and product lines.
Provide direction, support, and training to Customer Service Representatives as needed.
Recommend and support process improvements to reduce rework and improve accuracy.
Ensure compliance with HACCP, GMPs, Work Instructions, and SQF requirements.
Other duties as assigned.