S Senior Customer Service Representative - Summerville, SC, US

Senior Customer Service Representative · Active Full-Time · Summerville, SC · 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 th ...

Job description

Senior Customer Service Representative

Active Full-Time
Summerville, SC

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.

Why Work at Hood Packaging

At Hood Packaging, safety is our foundation and quality is our promise. But what truly sets us apart is our people. Since our beginnings in 1978, we have grown into a world-class packaging supplier with 23+ plants across North America, and every step of our success is thanks to the dedication of our team members.

Our people build more than products. They build careers, relationships, and communities. We create a workplace where safety, care, and teamwork come first. We support each other, thrive together, and take pride in creating long term success, not just jobs. Here, you will have a voice, be recognized for your contributions, and know that the work you do makes a difference in communities across the country.

If you are looking for more than a place to work, if you want to be part of a stable, strong, and people-focused company, consider building your career with Hood Packaging.

Functional 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.

Key Working Relationships

• Customers: daily communication for order placement, updates, coordination, and issue resolution.

• Hood Packaging Plants: collaboration on artwork, specifications, and production details.

• Customer Service Representatives: provide guidance, support, and training as needed.

• Regional Customer Service Manager: daily direction and guidance.

• Salespersons: coordinate customer issues, complaints, and delivery information.

• Accounting: verify shipped orders and assist with invoice adjustments or credit memos.

• Shipping, Scheduling, Purchasing, and Production teams: ensure timely delivery, proper materials, and accurate production status.

• Graphics and Pricing teams: collaborate on artwork and pricing resolution.

Qualifications

Education & Experience

• 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.

Skills

• 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.

Functional Requirements

• Regular use of computers, telephones, and standard office equipment.

• Ability to meet deadlines and perform job duties accurately and efficiently.

Physical Demands

• Little physical effort required.

Work Environment

• Office setting.

What We Offer

Hood Packaging offers a generous and competitive benefits package, including:

• Competitive Pay

• Medical, Dental, and Vision Insurance

• 401(k) with Company Match

• Employee Assistance Program (EAP)

• Company Paid Life Insurance

• Paid Time Off (PTO)

• 10 Paid Company Holidays

• Company Paid Short-Term Disability

• Professional Development Assistance

• Tuition Reimbursement

• Scholarship Funds

• Employee Recognition Programs

• Opportunities for Advancement within a thriving company

Hood Packaging Corporation is an equal opportunity employer and considers applications for all positions without regard to race, gender, religion, national origin, age, marital or veteran status, the presence of a non-job-related medical condition or handicap, or any other legally protected status.