Customer Service Representative

About the role

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 tracing 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. Education: High School Diploma or GED required. Associates degree in Business or related field preferred.

Requirements

• 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
• 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 consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

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