Senior Customer Service Representative – Hood Packaging Corporation – Calgary, Alberta, CanadaJob OverviewThe Senior Customer Service Representative reports to the Plant Services Manager, Calgary Plastic Division and has functional responsibility for major and LTL accounts from order entry, updates and revisions through to shipping and delivery. This includes timely placement and management of customer releases and production orders to prevent customer out of stock inventory position. The role includes training of other employees and acting as a functional and technical resource to others in the department.Preparation of price quotes, communication and coordination between Production, Sales and Customers. Accountable for carrying out all tasks in a healthy and secure manner and to participate in the Health & Safety Management System program. In the absence of the Senior Customer Service Representative, the General Manager or designate will assume the responsibilities of this position.Functional ResponsibilitiesPrepare costing for pricing purposesReceive customer orders, verify accuracy and input into the computer system for schedulingCoordinate customer orders with Sales staff and the master schedulerCompare customer request dates with dates assigned by the Master Scheduler for production, assist as needed with prioritizing existing orders to achieve production goalsReceive customer complaints, clarify complaint/obtain pertinent information, input details into QAD database and distribute to QA and CS personnelCompare production progress against production schedule & shipping requirementsProcess pre-shippers, trace shipments, review shipping documents and price for accuracy prior to processing invoice, generate invoice and distribute.Act as a liaison to assist sales staff with delivery dates, quantities, prices, questions and/or issues with customersMonitor and update inventory levels and production statusMonitor aged inventory,



bill or ship accordingly to reduce or maintain lower working capitalTrack, forecast, plan customer inventory requirements to required inventory levels with production, prepare and process manufacturing orders based on anticipated customer requirementsApplies for and edits master customer information and numbers using an MRP system, MS Sharepoint and related systems and checks for accuracy.Other duties as requiredKey Working RelationshipsRegular contact with customers for communication for orders: placement, updating, changing, coordinating, confirming, problems and issuesRegular contact with salespersons for communication on customer issues, problems, complaints, deliveryRegular contact with Accounting Department for verification or orders shippedRegular contact with Shipping Department personnel for delivery dates / timesRegular contact with Master Scheduler and Production personnel for order status, updates and changesFunctional RequirementsRegular use of computers, telephones and misc. office equipment.Must be able to manage complex tasks.Read and understand the Job Safety Analysis (JSA)Understand and follow the food, safety, and quality proceduresRead, understand and follow the Quality System Procedures (QSP)Education & ExperienceHigh School Diploma or GED with 3 years customer service experience in a manufacturing environment or 2 Yr. Post-Secondary Degree/Diploma in a related field with 1-2 years customer service experience in a manufacturing environmentSkillsExcellent verbal and written communicationExcellent telephone skillsAbility to interact effectively, courteously, and diplomatically with all types of customers, both internal and externalExcellent MS Office software skills, especially Outlook and ExcelAbility to make sound decisions and correctly set priorities (in adverse conditions) for successful completion of daily responsibilitiesSeniority LevelMid‐Senior levelEmployment TypeFull‐timeJob FunctionOtherIndustriesPackaging and Containers Manufacturing

📌 Senior Customer Service Representative (Calgary)
🏢 Hood Packaging
📍 Calgary