Customer Experience Specialist (ERP & Billing)

Signode; Roselle (IL); On-site; USD 30,000 - 37,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

401k

Paid time off

Life insurance

Wellness perks

more

Job summary

Signode in Roselle, IL, is seeking a Customer Service Associate to manage the customer experience, process orders, and support Sales and Field Service teams. This office-based role demands attention to detail and strong communication.

You will handle tickets, calls, and Teams inquiries, coordinate with departments, maintain ERP records, and resolve billing issues. Prior manufacturing customer service and Excel proficiency are preferred, with ERP exposure a plus.

Qualifications

• 2+ years of customer service experience, preferably in manufacturing and/or installation/maintenance/repair environment.
• Excel experience (VLOOKUP's, Pivot Tables).
• Ticketing system experience is a plus.
• ERP experience (quoting, order entry, and returns) is a plus.

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.

Skills

Excel (VLOOKUP, PivotTables)

Customer service experience

Education

High School Diploma or GED

Associates degree in Business or related field preferred

Job description

Signode in Roselle, IL, is seeking a Customer Service Associate to manage the customer experience, process orders, and support Sales and Field Service teams. This office-based role demands attention to detail and strong communication.

You will handle tickets, calls, and Teams inquiries, coordinate with departments, maintain ERP records, and resolve billing issues. Prior manufacturing customer service and Excel proficiency are preferred, with ERP exposure a plus.