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customer service representative - call centre

Title posted on indeed.com - Customer Service Representative

Posted on June 05, 2025 by Employer details Hood Packaging Corporation

Job details

Hood Packaging Corporation located in Burlington, Ontario is a quality manufacturer of packaging materials with 23 production facilities located in the United States and Canada. We have grown by acquisition and innovation. Our oldest, continuously running business started over 100 years ago in the Jute and Cotton trade and we have expanded our flexible packaging skills into Paper, Plastic, and Woven packaging substrates as more advanced technology has developed for these products. Hood Packaging Corporation 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. *SCOPE OF POSITION* The Customer Service Rep is responsible for interacting with customers to provide and process information in response to inquiries, concerns and requests as well as managing all internal processes related to customer orders. *Functional Responsibilities * * 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. Generate corrective action reports; * 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. * Complete customer surveys annually & for Management Review * Periodically audit shipping and receiving process * 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 * KEY WORKING RELATIONSHIPS * Customers, daily, for communication for orders: placement, updating, changing, coordinating, confirming, problems and issues * 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 *FUNCTIONAL REQUIREMENTS* * Regular use of computers, MIS, QAD systems, telephone and misc. office equipment * Must organize complex tasks & meet deadlines. * Understand and follow the food, safety, and quality procedures. *QUALIFICATIONS* *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 Job Types: Full-time, Permanent Pay: $55,600.00-$61,000.00 per year Benefits: * Company pension * Dental care * Employee assistance program * Extended health care * Life insurance * Tuition reimbursement * Vision care Schedule: * 8 hour shift * Day shift * Monday to Friday * No weekends Work Location: In person