Hood Packaging
SCOPE OF POSITION
To act as liaison between salespersons, customers and manufacturing production to take, enter, communicate, coordinate, change, monitor, modify and track orders through the order and Customer Service process. Responsibility and level of position is dependent upon levels of knowledge, skill and ability noted by the different Customer Service Representative levels from I to III.
PRINCIPAL RESPONSIBLITIES Within the limits of applicable policies, procedures and established plans, he/she has authority to take action and make decisions. The assignment of work or delegation or responsibility does not relinquish responsibility for results. Performance will be measured by the extent to which the responsibilities have been fulfilled.
Functional Responsibilities
%
Order entry and communications with various departments and customers regarding price quotes, orders Maintain files, work out problems with other plants and service customers and accounts Keep customers updated on orders and delivery dates General office duties and other communications, reports and follow-up Invoicing and credits Assist in assuring HACCP, GMP's, Work Instructions and Food Safety Quality system requirements (SQF) are in compliance. %
KEY WORKING RELATIONSHIPS 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 Region Customer Service Manager as needed FUNCTIONAL REQUIREMENTS Regular use of computers, telephones and miscellaneous office equipment Ability to meet deadlines PHYSICAL DEMANDS Little physical effort required WORK ENVIRONMENT Office QUALIFICATIONS
Education & Experience
Minimum of High School Diploma or GED with 3-5 years customer service experience in a fast-paced 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
PRINCIPAL RESPONSIBLITIES Within the limits of applicable policies, procedures and established plans, he/she has authority to take action and make decisions. The assignment of work or delegation or responsibility does not relinquish responsibility for results. Performance will be measured by the extent to which the responsibilities have been fulfilled.
Functional Responsibilities
%
Order entry and communications with various departments and customers regarding price quotes, orders Maintain files, work out problems with other plants and service customers and accounts Keep customers updated on orders and delivery dates General office duties and other communications, reports and follow-up Invoicing and credits Assist in assuring HACCP, GMP's, Work Instructions and Food Safety Quality system requirements (SQF) are in compliance. %
KEY WORKING RELATIONSHIPS 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 Region Customer Service Manager as needed FUNCTIONAL REQUIREMENTS Regular use of computers, telephones and miscellaneous office equipment Ability to meet deadlines PHYSICAL DEMANDS Little physical effort required WORK ENVIRONMENT Office QUALIFICATIONS
Education & Experience
Minimum of High School Diploma or GED with 3-5 years customer service experience in a fast-paced 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