Customer Service Representative

2 weeks ago

Martinsville Virginia, United States Signode Industrial Group Full time
About Signode

Signode Industrial Group, LLC is a leading manufacturer of transit packaging consumables, tools, software, and equipment. With over $2B in revenue and 80+ manufacturing facilities across 6 continents, we offer complete transit packaging solutions to our customers.

Job Summary

We are seeking a highly skilled Customer Service Representative to provide world-class customer service experience for our customers, field service technicians, and salespeople. This role involves entering and monitoring orders, addressing customer disputes, and completing customer-specific reports. The ideal candidate will collaborate with our Field, Commercial, Financial, and Supply Chain teams to ensure customer expectations are met while maintaining our company values.

Key Responsibilities
  • Answer incoming requests via tickets, phone calls, and Teams messages, using established guidelines.
  • Accurately and efficiently manage the sales order entry process from multiple sources, including EDI, email, phone, and web shop.
  • Review open orders daily to proactively resolve pending release or confirmation.
  • Maintain records and documentation for customer service and audit purposes.
  • Communicate with customers to keep them informed of updates, changes, delays, and other important information.
  • Investigate and resolve billing concerns by tracking shipments, researching price differences, and entering return authorizations for approval.
  • Maintain backorder reports for highlight accounts.
  • Invoice orders that are unable to close automatically and review error reports.
  • Monitor phone/staff coverage and lunches to ensure adequate staffing.
  • Run and distribute drop ship PO reports.
  • Close return authorizations to generate credit memos.
  • Work closely with Warehouse, Purchasing, and Accounting to invoice orders in a timely manner.
  • Coach, mentor, and assist Customer Service Representatives.
  • Provide problem-solving and continuous improvement by removing barriers that impact product quality, support, or on-time delivery and customer satisfaction.
Requirements
  • High School Diploma or GED required; Associates' degree in Business or related field preferred.
  • 5+ years of previous customer service experience, with demonstrated ability to establish and sustain beneficial relationships with customers.
  • Proficiency in Microsoft Office (Excel, Word, etc.) and ERP experience required; ticketing system experience a plus.
Competencies
  • Problem Solving
  • Detail Oriented
  • Interpersonal Savvy
  • Energy
  • Communication
  • Learning on the Fly

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.

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