Customer Service Representative

About the role

The Customer Service Representative plays a critical role in delivering a world-class customer experience to clients and sales teams. Responsibilities include processing and monitoring customer orders, resolving disputes promptly and accurately, and generating customer-specific reports to support orders excellence. This role collaborates closely with Procurement, Commercial Sales, Finance, and Supply Chain teams to ensure customer expectations are met and aligned with Signode's mission and core values. This CSR also manages complex orders that require elevated attention and care. Essential Functions: Possess all core competencies of an entry-level Customer Service Representative, along with advanced skills outlined below. Accurately and efficiently manage the sales order entry process from multiple sources (EDI, email, phone, web shop), ensuring correct account details, pricing, terms of sale, product selection, and quantities. Proactively review open orders daily to identify and resolve issues preventing release or confirmation of order. Handle customers incoming calls to our Signode 800 number. Answer customer questions and resolve issues in a timely manner. Respond to customer inquiries via email and phone, providing timely and accurate information. Communicate updates, changes, delays, and other relevant information to customers to ensure transparency and satisfaction. Investigate and resolve billing concerns by tracking shipments, researching pricing discrepancies, processing return authorizations, providing quotes, and managing credit hold orders. Maintain backorder reports for high-priority accounts, ensuring visibility and timely follow-up. Identify and remove barriers affecting product quality, support, on-time delivery, and overall customer satisfaction through problem-solving and continuous improvement efforts. Serve as the first point of contact for other departments regarding high-priority customer concerns. Education: High School Diploma or GED required. Associate degree in business or related field preferred.

Requirements

• Minimum of 2 years in a customer service role, with a proven track record of delivering high-quality support.
• Demonstrated ability to build and maintain strong customer relationships by coordinating internal resources to meet commitments and resolve issues effectively.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Experience with ERP systems required, including Microsoft Dynamics 365 (D365), SAP, Oracle, or NetSuite.
• Familiarity with ticketing systems (e.g., Microsoft D365) is a plus.
• Comfortable taking initiative and ownership
• Functional Success Drivers: These competencies are what we require for an individual to be successful in this role.
• Problem Solving
• Detail-Oriented
• Interpersonal Savvy
• Energy
• Communication
• Learning on the Fly
• 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 HRRecruiting@Signode.com.
• 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 conside

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