Customer Service Representative

About Signode

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.

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.

Responsibilities

• 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. Ticketing system experience, a plus. ERP experience (quoting, order entry, and returns) is a plus.

Skills

• Customer Focus
• Detail Orientated
• Interpersonal Savvy
• Energy
• Communication
• Listening

Pay

The hourly wage for this position is $25.00 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.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401k
• Paid time off
• Life insurance
• Wellness perks