Customer Service Representative

Signode Industrial Group; Tampa (FL); Hybrid; USD 33,000 - 39,000; Full time

Job summary

Signode Industrial Group, based in Tampa, FL, is seeking a Customer Service Representative to deliver world-class service and maintain orders from multiple sources including EDI, email, and phone. You will collaborate with Procurement, Sales, Finance, and Supply Chain to resolve issues, manage complex orders, and provide timely, accurate information.

This office-based role requires a High School Diploma or GED, 2+ years in customer service, and experience with ERP systems (D365, SAP, Oracle,

Qualifications

• Minimum of 2 years in a customer service role.
• EDI experience required.
• Proven ability to coordinate internal resources to meet commitments.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Experience with ERP systems (D365, SAP, Oracle or NetSuite).
• Familiarity with ticketing systems (e.g., D365) is a plus.

Responsibilities

• Manage the sales order entry process from multiple sources (EDI, email, phone, web shop).
• Coordinate with IT to ensure programs and data communications function properly.
• Review open orders daily to identify and resolve issues delaying release or confirmation.
• Answer customer questions via phone and email and resolve issues promptly.
• Provide updates to customers on changes, delays and status of orders.

Skills

Customer service

Relationship building

Problem solving

Detail oriented

Education

High School Diploma or GED

Associate degree in business or related field

Tools

Microsoft Dynamics 365 (D365)

SAP

Oracle

NetSuite

Excel

Job 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

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.

The hourly wage for this position starts ranges from $24.00 - $28.00 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

TheCustomer Service Representativeplays a critical role in delivering a world-class customer experience to clients and sales teams. Responsibilities include processing and monitoring customer orders through EDI, resolving disputes promptly and accurately, and generating customer-specific reports to support orders excellence. This role collaborates closely with Procurement, Commercial Sales, Finance, and Supply Chain teams to ensure customer expectations are met and aligned with Signode's mission and core values. This CSR also manages complex orders that require elevated attention and care.

Essential Functions

• Accurately and efficiently manage the sales order entry process from multiple sources (EDI, email, phone, web shop), ensuring correct account details, pricing, terms of sale, product selection, and quantities.
• Work with IT to ensure programs and data communications are working properly.
• Proactively review open orders daily to identify and resolve issues preventing release or confirmation of order.
• Handle customers incoming calls to our Signode 800 number. Answer customer questions and resolve issues in a timely manner.
• Respond to customer inquiries via email and phone, providing timely and accurate information.
• Communicate updates, changes, delays, and other relevant information to customers to ensure transparency and satisfaction.
• Investigate and resolve billing concerns by tracking shipments, researching pricing discrepancies, processing return authorizations, providing quotes, and managing credit hold orders.
• Maintain backorder reports for high-priority accounts, ensuring visibility and timely follow-up.
• Identify and remove barriers affecting product quality, support, on-time delivery, and overall customer satisfaction through problem-solving and continuous improvement efforts.
• Serve as the first point of contact for other departments regarding high-priority customer concerns.
• Serve as subject matter expert for customer portals including troubleshooting and training for Customer Service team.

Qualifications

Education: High School Diploma or GED required. Associate degree in business or related field preferred.

Experience

• Minimum of 2 years in a customer service role, with a proven track record of delivering high-quality support.
• EDI experience
• Demonstrated ability to build and maintain strong customer relationships by coordinating internal resources to meet commitments and resolve issues effectively.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Experience with ERP systems required, including Microsoft Dynamics 365 (D365), SAP, Oracle, or NetSuite.
• Familiarity with ticketing systems (e.g., D365) is a plus.

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

Functional Success Drivers

• Problem Solving
• Technologically proficient
• Detail-Oriented
• Interpersonal Savvy
• Energy
• Communication
• Learning on the Fly

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.

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 / Aff

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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