Customer Service Representative at Signode in Tampa, FL, United States

Job description

• Job Description
• The Customer Service Representative plays 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.

Responsibilities

• 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.

Requirements

• High School Diploma or GED required. Associate degree in business or related field preferred.
• 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.
• Problem Solving
• Technologically proficient
• Detail-Oriented
• Interpersonal Savvy
• Energy
• Communication
• Learning on the Fly

Skills

Required

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

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.
• 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.