Customer Service Representative - Roselle, IL

Full-time - Entry Level

Roselle, IL

5,001-10,000 employees

Paper Manufacturing

About the position

The Customer Service Representative at Signode is responsible for managing the customer experience by processing and entering customer data accurately and timely. This role involves maintaining effective relationships with customers, sales, and field service employees, while striving for customer satisfaction through efficient issue resolution.

Responsibilities

• Answer incoming customer service tickets, phone calls, and Teams messages courteously and consistently using established guidelines.
• Respond fully 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 the 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 important information.
• Investigate and resolve billing concerns by tracing shipments, researching price differences, and entering credit memos for approval.
• Quote special parts prices and follow up on credit hold orders in the 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 business resources and following standardized processes.
• Complete and review customer specific reports for accuracy and integrity.
• Recommend ideas which enhance the overall customer experience.

Requirements

• High School Diploma or GED required.
• 2+ years of previous customer service experience, preferably in manufacturing and/or installation/maintenance/repair environment.
• Associates degree in Business or related field preferred.
• Ticketing system experience is a plus.
• ERP experience is a plus, including quoting, order entry, and returns.

Nice-to-haves

• Detail oriented
• Interpersonal savvy
• Strong energy and communication skills
• Good listening skills

Benefits

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