Customer Service Representative

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

Job summary

Signode Industrial Group is seeking a Customer Service Representative to manage end-to-end order and service support for assigned accounts. You will be the main contact, monitor orders, and collaborate with Sales, Supply Chain, and Finance to ensure timely delivery and customer satisfaction.

Responsibilities include order entry, issue resolution, data accuracy, and proactive communication on risks and delays, with a focus on backlog reduction and process improvements across departments.

Qualifications

• 2+ years of customer service or order management experience.
• Proficiency in Microsoft Excel, including VLOOKUPs and PivotTables, to analyze open-order portfolios, identify trends and risks, and support backlog management.
• ERP system experience (order entry, quoting, returns, or service-related transactions) preferred.

Responsibilities

• Serve as the primary point of contact for assigned customers, ensuring responsive communication and effective management of incoming inquiries.
• Execute the lifecycle of customer orders from entry through fulfillment, including coordination and follow-through.
• Enter and manage customer orders in ERP systems with a high degree of accuracy and timeliness.
• Monitor open orders, backlogs, and delivery commitments; proactively communicate risks, delays, and updates.
• Coordinate with Sales, Supply Chain, Field Service, and Finance to resolve customer issues and align commitments.
• Partner with Field Service teams to align parts, service needs, and customer expectations.
• Ensure alignment between customer requirements, system data, and execution by validating order details, service needs, and delivery expectations upfront to ensure data integrity and accurate order execution.
• Investigate, track, and support resolution of billing discrepancies, pricing issues, customer claims, and open inquiries through completion.
• Support quoting activities and validate pricing to ensure order accuracy and revenue integrity.
• Identify process gaps or recurring issues and recommend improvements to enhance efficiency and customer experience.
• Contribute to KPI performance (e.g., order accuracy, response time, backlog resolution) and support continuous improvement initiatives.

Skills

Customer service

Excel

PivotTables

VLOOKUPs

ERP systems

Education

High School Diploma or GED

Associate degree preferred

Tools

ERP systems

Job description

Company Description

With over $2B in revenue, 80+ manufacturing facilities across 6 continents and over 9,000 employees worldwide, Signode is a leading manufacturer of a broad spectrum of transit packaging consumables, tools, software, and equipment that optimize end-of-line packaging operations and protect products in transit. Signode brings this extensive product portfolio together under hundreds of trusted brands to offer complete transit packaging solutions to its customers.
We produce strap, stretch and protective packaging. We also manufacture packaging tools and equipment used to apply the bulk packaging materials. These commercial packaging products are used to pack, bundle, unitize, protect, and secure goods during warehousing and transit. Our company is a pioneer in the industrial packaging sector with a long history of customer-focused innovations in materials, processes and automation technology that have revolutionized the sector.
Headquartered in Tampa, Florida, we are proud to be the Transit Packaging Division of Crown Holdings, Inc. We are excited to go to market as Signode and to share the portfolio of products, services and capabilities that make us the world's premier end-of-line packaging company.

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 ranges from $22.00 - $27.00 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

The Customer Service Representative is responsible for executing end-to-end customer order and service support activities for assigned accounts or regions. This role manages order entry, issue resolution, and cross-functional coordination to ensure accurate and timely delivery of products and services.

Acting as a primary point of contact, the Customer Service Representative proactively monitors order activity, communicates updates, and collaborates with Sales, Service, Supply Chain, and Finance to support customer commitments. The role contributes to customer satisfaction, data integrity, and operational performance while identifying opportunities to improve processes and service delivery.

Essential Functions

• Serve as the primary point of contact for assigned customers, ensuring responsive communication and effective management of incoming inquiries
• Execute the lifecycle of customer orders from entry through fulfillment, including coordination and follow-through
• Enter and manage customer orders in ERP systems with a high degree of accuracy and timeliness
• Monitor open orders, backlogs, and delivery commitments; proactively communicate risks, delays, and updates
• Coordinate with Sales, Supply Chain, Field Service, and Finance to resolve customer issues and align commitments
• Partner with Field Service teams to align parts, service needs, and customer expectations
• Ensure alignment between customer requirements, system data, and execution by validating order details, service needs, and delivery expectations upfront to ensure data integrity and accurate order execution
• Investigate, track, and support resolution of billing discrepancies, pricing issues, customer claims, and open inquiries through completion
• Support quoting activities and validate pricing to ensure order accuracy and revenue integrity
• Identify process gaps or recurring issues and recommend improvements to enhance efficiency and customer experience
• Contribute to KPI performance (e.g., order accuracy, response time, backlog resolution) and support continuous improvement initiatives

Qualifications

Education

High School Diploma or GED required; Associate degree preferred

Experience

• 2+ years of customer service or order management experience, preferably in a manufacturing or service environment
• Proficiency in Microsoft Excel, including VLOOKUPs and PivotTables, to analyze open-order portfolios, identify trends and risks, and support backlog management
• ERP system experience (order entry, quoting, returns, or service-related transactions) preferred

Note:This is an office-based position, and individuals are expected to be in the office 5 days per week.

Functional Success Drivers

These competencies are what we require for an individual to be successful in this role.

• Customer Focus
• Attention to Detail
• Communication
• Problem Solving
• Organizational Skills
• Collaboration

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].

The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

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 / Affirmitive Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.