Sr. Customer Service Representative - Tampa, FL

at  Signode Industrial Group

DESCRIPTION/JOB SUMMARY

About Signode:
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 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.

SUMMARY

Provide a world class customer service experience for customers, field service technicians and salespeople. This includes entering and monitoring orders, ensuring customer’s disputes are addressed in a timely, efficient, and accurate manner to improve service level, and completing customer specific reports. This role collaborates with the Field, Commercial, Financial, and Supply Chain teams to ensure the customer’s expectations are being met, while striving to meet Signode’s mission and maintaining our values. The Senior CSR will manage orders that require greater attention to processing while coaching, mentoring, and assisting the Customer Service Representatives.

POSITION QUALIFICATIONS

Education: High School Diploma or GED required. Associate’s degree in business or related field preferred.
Experience: 5+ years of previous customer service. Demonstrated ability to establish and sustain beneficial relationships with customers by mobilizing internal resources to achieve commitments and resolving customer issues. Proficiency in Microsoft Office (Excel, Word, etc.). ERP experience required. Ticketing system experience, a plus.

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

• Problem Solving
• Detail Orientated
• Interpersonal Savvy
• Energy
• Communication
• Learning on the Fly

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.
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 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.

ESSENTIAL FUNCTIONS

• Answer incoming requests, via tickets, phone calls and Teams messages, courteously and consistently using established guidelines.
• Accurately and efficiently manage the sales order entry process from multiple sources (EDI, email, phone, web shop, etc.) as it relates to account number (ship-to/sell-to), price, terms of sale, product, and quantity.
• Actively review open orders daily to proactively resolve orders pending release or confirmation.
• Maintain appropriate records and documentation for customer service and audit purposes.
• Communicate with customers to keep them aware of updates, changes, delays, and other information deemed important to them.
• Investigate and resolve billing concerns by tracking shipments, researching price differences and entering return authorizations for approval, quoting special parts prices, and following up on credit hold orders.
• Maintain backorder reports for highlight accounts.
• Invoice orders that are unable to close automatically and review error report.
• Monitor phone/staff coverage and lunches to ensure adequate staffing.
• Run and distribute drop ship PO report.
• 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 the Customer Service Representatives.
• Provide problem solving and continuous improvement by removing barriers that impact product quality, support, or on-time delivery and customer satisfaction.
• First point of contact for outside departments with high priority customer concerns.

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

• Problem Solving
• Detail Orientated
• Interpersonal Savvy
• Energy
• Communication
• Learning on the Fl