About Hood Container Corporation: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 satisfaction, employee well-being, environmental stewardship, and operational excellence drives our business. Over the past eight years, we have grown to become one of the top ten Paper and Packaging Companies in the United States. Our integrated resources allow for a dynamic approach that evolves with each addition to our geographic footprint. We offer the benefits of a large corporation while operating as a boutique business, building close relationships with our customers.
Our Mission: Through our unwavering commitment to safety, innovation, and sustainability, we passionately deliver indispensable value to our customers, employees, suppliers, communities, and stakeholders.
Our Vision: A unified culture that creates innovative customer solutions.
We aim to build a diverse workforce representative of the citizens and customers we serve. We are committed to building a team with a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
Position Overview:
As the Sr. Customer Service Representative at Hood Container Corporation, you will act as the essential link between our company, our local Customer Manager, and Sales Manager. Your primary role will be to service our customers' needs and facilitate seamless communication regarding products, services, and order/project statuses.
Position Responsibilities:
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Understand and relay customer expectations and requirements, ensuring effective knowledge transfer.
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Respond promptly to customer requests, including order management, status updates, product information, and plant capabilities.
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Collaborate with the Customer Service Manager and Sales Manager to address and communicate customer complaints.
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Utilize Standard Operating Procedures (SOPs) to ensure customer satisfaction.
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Participate in identifying root causes and corrective actions for customer complaints based on their specific needs.
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Support other departments to meet customer expectations and SOPs.
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Coordinate and manage communications and projects related to new customer onboarding.
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Ensure customer requests are met to their standards proactively.
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Provide effective communication through preferred customer channels (phone, fax, email, etc.).
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Take initiative and responsibility to ensure project steps are handled timely and effectively.
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Assess situations quickly and react accordingly to ensure customer retention and profitable sales growth.
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Manage new projects, ensuring the new item checklist is complete.
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Handle data entry for workflow requests related to estimating and design.
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Prepare quotes for Sales Representatives to deliver to customers.
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Inform customers of delivery dates upon receipt of purchase orders.
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Deliver comprehensive “order packs” to Production for new items and gather items for customer approval.
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Serve as the production liaison between customers and Sales Representatives.
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Promptly escalate and notify Sales Representatives of any order, production, or delivery issues.
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Maintain direct, day-to-day customer contact.
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Assist with pricing within established guidelines for reorders.
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Commit to ship/delivery dates within guidelines for reorders.
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Develop and deliver accurate cost estimates to customers or sales.
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Build and verify accurate product specifications.
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Develop production routing/logistics plans for all orders with input from Production.
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Act as the communication liaison to Sales Representatives.
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Perform additional tasks as assigned by management.
Additional Skills, Abilities, and Required Competencies:
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Adaptability: Adjust to changes in the work environment and manage competing demands effectively.
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Analytical: Synthesize complex information, research data, and use intuition and experience to complement data.
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Attendance/Punctuality: Maintain consistent attendance and punctuality.
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Business Acumen: Understand business implications of decisions and align work with strategic goals.
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Change Management: Communicate changes effectively and support those affected by change.
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Customer Service: Manage difficult customer situations, respond promptly to needs, and solicit feedback to improve service.
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Communication:
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Oral: Speak clearly and persuasively, listen and respond well to questions, demonstrate group presentation skills, and participate in meetings. Excellent phone communication skills. Bilingual is a plus.
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Written: Write clearly and informatively, edit work for spelling and grammar, present numerical data effectively, and interpret written information accurately.
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Sales: Complete forms thoroughly with pertinent data to ensure accuracy for customers and the company.
Hood Container Guiding Principles:
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EMPOWER: Delegate work assignments appropriately, set expectations, and provide recognition for results. Generate creative solutions and demonstrate attention to detail.
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SERVE: Take responsibility for actions, keep commitments, and manage time effectively to reach goals.
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CARE: Treat people with respect, work with integrity and ethics, and uphold organizational values.
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TRUST: Take independent actions, look for opportunities, and ask for and offer help when needed.
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EVOLVE: Make decisions, exhibit sound judgment, support and explain reasoning, include appropriate people in decision-making, and make timely decisions.
Learn More About Us:To learn more, visit hoodcontainer.com or follow us on LinkedIn, Facebook, Instagram, and YouTube.
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