What are the responsibilities and job description for the Customer Service Representative position at Hoffmaster?
What’s so special about us?
Here at Hoffmaster, your ideas don’t just get heard, they help shape what’s next. Your growth is supported, your contributions are valued, and your work plays a role in creating moments people enjoy every day.
From paper plates and napkins to paper straws, party supplies, and food wrap, Hoffmaster is a leader in the tableware industry.
Create. Collaborate. Elevate….your dining table and your career!
About The Role
The Customer Service Representative serves as a key point of contact for customers and internal partners, supporting a broad customer base across North America. This role manages order-related communication, helps resolve service and logistics issues, and coordinates with cross-functional teams to support accurate order processing, product availability, and a positive customer experience.
How You Will Make An Impact
We don’t just hire great people—we take care of them.
Here at Hoffmaster, your ideas don’t just get heard, they help shape what’s next. Your growth is supported, your contributions are valued, and your work plays a role in creating moments people enjoy every day.
From paper plates and napkins to paper straws, party supplies, and food wrap, Hoffmaster is a leader in the tableware industry.
Create. Collaborate. Elevate….your dining table and your career!
About The Role
The Customer Service Representative serves as a key point of contact for customers and internal partners, supporting a broad customer base across North America. This role manages order-related communication, helps resolve service and logistics issues, and coordinates with cross-functional teams to support accurate order processing, product availability, and a positive customer experience.
How You Will Make An Impact
- Serve as a primary point of contact for customers and internal partners, providing timely and accurate support for order, shipment, and inventory inquiries by phone and electronic communication.
- Proactively communicate supply chain issues and provide alternative solutions to customers.
- Review and process customer orders and returns with a high degree of accuracy, ensuring compliance with internal procedures and customer-specific requirements.
- Coordinate cross functionally with Production Planning, Marketing, and/or Sales to confirm product availability, align priorities, and provide customers with reliable fulfillment information.
- Facilitate shipment logistics through ongoing coordination with internal teams, external shipping departments, and carriers.
- Maintain accurate and current customer records, including contact details, account requirements, and order-processing specifications.
- Act as a central source of information for product orders, connecting customers and cross-functional teams to support accurate, timely processing and fulfillment.
- Perform additional responsibilities as needed to support customers, departmental objectives, and business priorities.
- High school diploma or GED required.
- 2 years of customer service experience in an office environment preferred.
- Strong attention to detail with accurate data entry, review, and analysis skills.
- Excellent communication skills with the ability to navigate conflict professionally and effectively.
- Ability to work effectively both independently and as part of a team.
- Proficient user in Microsoft Office Suite.
- This onsite role supports timely customer service and close collaboration with internal teams.
We don’t just hire great people—we take care of them.
- Competitive salary and incentives
- Time off that lets you recharge
- Retirement savings
- Growth opportunities that elevate your career
- Comprehensive Medical/Dental/Vision Benefits
- Pet Insurance; because your furry friends matter too!