Customer Service Representative

Company Description With over $2B in revenue, 80+ manufacturing facilities across 6 continents and over 9,000 employees worldwide, Signode is a leading manufacturer of a broad spectrum of transit packaging consumables, tools, software, and equipment that optimize end-of-line packaging operations and protect products in transit. Signode brings this extensive product portfolio together under hundreds of trusted brands to offer complete transit packaging solutions to its customers. We produce strap, stretch and protective packaging. We also manufacture packaging tools and equipment used to apply the bulk packaging materials. These commercial packaging products are used to pack, bundle, unitize, protect, and secure goods during warehousing and transit. Our company is a pioneer in the industrial packaging sector with a long history of customer-focused innovations in materials, processes and automation technology that have revolutionized the sector. Headquartered in Tampa, Florida, we are proud to be the Transit Packaging Division of Crown Holdings, Inc. We are excited to go to market as Signode and to share the portfolio of products, services and capabilities that make us the world’s premier end-of-line packaging company. Job Description Benefits: Signode offers a comprehensive benefits package to full-time employees, which includes health, dental, vision, 401k, paid time off, life insurance, wellness perks, and more. Benefits begin the month following the hire date. Salary: The hourly wage for this position ranges from $22.00 - $27.00 and varies based on specific responsibilities and geographic location. Starting hourly rate within this range will be determined based on the candidate's experience, qualifications, and/or skillset. Summary: Manage the customer experience including processing and entering customer data in an accurate and timely manner; maintaining effective customer, sales and field service employee relationships; and striving for customer satisfaction by resolving issues in the most efficient and effective manner. Essential Functions: Answer incoming customer service tickets, phone calls, and Teams messages, courteously and consistently using established guidelines. Respond full circle to requests from customers, sales reps and service reps. Collaborate with other departments to resolve customer issues and align with customers’ needs and requests. Maintain appropriate records and documentation in our ERP System. Act as an Account advocate by managing and overseeing inquiries that require concierge handling. Communicate proactively with customers to keep them aware of updates, changes, delays, and other information deemed important to them. Investigate and resolve billing concerns by tracking shipments, researching price differences and entering credit memos for approval, quoting special parts prices and following up on credit hold orders in our ERP. Provide problem solving and continuous improvement by removing barriers that impact product quality, support, or on-time delivery and customer satisfaction. Efficiently enter orders and address inquiries by leveraging the resources within the business, and following the standardized processes implemented. Complete and review customer specific reports for accuracy and integrity. Recommend ideas which enhance the overall customer experience. Qualifications Education: High School Diploma or GED required. Associates degree in Business or related field preferred. Experience: 2+ years of previous customer service experience, preferably in manufacturing and/or installation/maintenance/repair environment. Excel experience (VLOOKUP's, Pivot Tables) Ticketing system experience, a plus. ERP experience (quoting, order entry, and returns) is a plus. Functional Success Drivers: These competencies are what we require for an individual to be successful in this role. Customer Focus Detail Orientated Interpersonal Savvy Energy Communication Listening Additional Information All your information will be kept confidential according to EEO guidelines. The Company does not sponsor for employment-based visas for this position now or in the future. Reasonable Accommodation Statement To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities. Signode is committed to providing equal opportunities to all qualified applicants, including providing reasonable accommodations during our recruiting process. If you need any assistance or accommodation in applying for this position, please contact us at [email protected]. The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate. Signode participates in E-Verify and will provide the Department of Homeland Security your Form I-9 information to confirm your authorization to work in the United States. Signode Industrial Group, LLC is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. Education: High School FLSA Status: Non-Exempt Location: United States-Roselle