Customer Service Representative

Signode Industrial Group; Gary (IN); On-site; USD 28,413 - 40,467; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) plan

Paid time off

Life insurance

Wellness perks

Job summary

Signode Industrial Group, located in Gary, IN, is seeking a customer service professional to manage the customer experience, process data accurately, and maintain strong relationships with customers, sales, and field service teams.

The role emphasizes resolving issues efficiently, leveraging ERP for order entry and billing, and collaborating across departments to meet customer needs. The position offers a full-time schedule and benefits in a manufacturing setting.

Qualifications

• 2+ years of customer service experience, preferably in manufacturing and/or installation/maintenance/repair environment.
• Education: High School Diploma or GED; Associates degree preferred.
• ERP experience (quoting, order entry, returns) is a plus; ticketing system experience is a plus.

Responsibilities

• Answer incoming customer service tickets, phone calls, and Teams messages with courtesy and consistency.
• Respond fully to requests from customers, sales reps and service reps.
• Collaborate with other departments to resolve customer issues and align with customer needs.
• Maintain records and documentation in our ERP System.
• Act as an Account advocate by managing inquiries requiring concierge handling.
• Communicate updates, changes, delays and information to customers.

Skills

Customer Focus

Detail Orientation

Interpersonal Savvy

Energy

Communication

Listening

Education

High School Diploma or GED

Associate's degree in Business or related field

Tools

ERP system (quoting, order entry, returns)

Ticketing system

Job description

Benefits

Signode offers a comprehensive benefits package to full-time employees, which includes health, dental, vision, 401k, paid time off, life insurance, wellness perks, and more. Benefits begin the month following the hire date.

Salary

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.

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.

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 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.

• 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.

Functional Success Drivers

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

Additional Information

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 [e-mail].

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.