S Customer Service Representative - Hood Packaging Corporation

• Regular use of computers, telephones and miscellaneous office equipment
• Ability to meet deadlines

• Little physical effort required

• Office

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

Functional Responsibilities

• Assist in assuring HACCP, GMP’s Work Instructions, and Safe Quality Food System requirement (SQF) are in compliance.
• 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.  
• 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.
• 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

Managerial Responsibilities

• n/a

• Customers, daily, for communication for orders:  placement, updating, changing, coordinating, confirming, problems and issues 
• Hood Packaging Plants, weekly, for information on negatives, art work and specs for orders
• 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