Customer Service Representative

Signode Brasileira Ltda; Tampa (FL); On-site; USD 33,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

401k

Paid time off

Life insurance

Wellness perks

Job summary

Signode in Tampa, Florida seeks a Customer Service Representative to deliver a world-class customer experience. You will process and monitor customer orders through EDI, resolve disputes promptly, and generate customer-specific reports to support orders excellence.

You will collaborate with Procurement, Commercial Sales, Finance, and Supply Chain to ensure expectations are met. The role requires at least 2 years in customer service with EDI experience, proficiency in Microsoft Office, and ERP

Qualifications

• High School Diploma or GED required; Associate degree in business or related field preferred.
• Minimum of 2 years in a customer service role with EDI experience.
• Proficient in Microsoft Office Suite (Excel, Word, Outlook).
• Experience with ERP systems including Microsoft Dynamics 365 (D365), SAP, Oracle, or NetSuite; ticketing systems (D365) a plus.

Responsibilities

• Manage sales order entry from multiple sources (EDI, email, phone, web shop) with accurate account details and pricing.
• Coordinate with IT to ensure programs and data communications are working properly.
• Review open orders daily to resolve issues blocking release or confirmation.
• Handle customer calls on the Signode 800 line and respond to inquiries via email and phone.
• Provide timely, accurate information and updates to customers; communicate delays and changes.
• Investigate and resolve billing concerns, track shipments, and manage returns and credits.
• Maintain backorder reports for high-priority accounts and ensure timely follow-up.
• Identify barriers to on-time delivery and quality and drive continuous improvement.
• Serve as SME for customer portals; assist with troubleshooting and training.

Skills

Customer service

Communication

Problem Solving

Interpersonal Savvy

Detail-Oriented

Energy

Learning on the Fly

Education

High School Diploma or GED

Associate degree in business or related field

Tools

D365

SAP

Oracle

NetSuite

Microsoft Office

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

• 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.

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 / Aff