Signode Industrial Group LLC Customer Service Representative in Glenview, Illinois

Customer Service Representative

at Signode Industrial Group

Date Posted: 1/2/2019

Job Description

This position will be located in the Signode Service and Parts Business Unit.

SUMMARY

This position will manage the customer experience including processing and entering customer data in an accurate and timely manner; maintaining effective customer and field service employee relationships; and striving for customer satisfaction by resolving issues in the most efficient and effective manner. Provide a leadership role for Customer Service and train new employees.

ESSENTIAL FUNCTIONS

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 to perform the essential functions

Essential Functions

  • Answer incoming customer service phone calls, courteously and consistently using established guidelines, respond full circle to requests from customers, sales reps and service reps through verbal and written communication and resolve order issues using broad business knowledge. Maintain appropriate records and documentation.

  • Enhance both internal and external customer experience through effective problem solving, anticipating customer needs; demonstrate empathy and the appropriate sense of urgency to achieve customer satisfaction.

  • Communicate effectively and proactively with customers and keep them aware of updates, changes, delays and other information deemed important to the customer.

  • Communicate customer concerns and issues with field service and sales reps. Locate field service reps as needed to dispatch for emergency service calls.

  • Administer customer billing experience including investigating and resolving billing concerns; tracking shipments, researching price differences and entering credit memos for approval; quoting special parts pricing and following up on credit hold orders as necessary to meet customer delivery dates

  • Provide problem solving and continuous improvement by being alert for barriers that impact product quality, support, or on-time delivery and customer satisfaction

  • Recommend ideas which enhance the overall customer experience

  • Perform leadership duties on a recurring basis including training and guidance to new employees; Monitoring workflow; retrieving emails and faxes; distributing work fairly; scheduling vacation days; audit special order cancellation report; and print weekly reports

  • Other duties as assigned

POSITION QUALIFICATIONS

  • Outstanding communication skills particularly telephone etiquette and protocol

  • Quality focused- ensuring accuracy, efficiency, timeliness and integrity of information

  • Resilient and able to manage stress and work in a fast paced environment. Details oriented with the ability to prioritize and multitask

  • Able to learn new information identify solutions and creatively solve problems

Education:

  • High School Diploma or GED required. Associates degree in business or related field preferred

Experience / Abilities:

  • 5+ years of previous customer service experience, preferably in a manufacturing and/or installation/maintenance/repair environment. Demonstrated ability to establish and sustain beneficial relationships with customer by mobilizing internal resources to achieve commitments and resolving customer issues Years of experience required and additional knowledge, skills and abilities required to succeed in role

Computer skills:

  • Advance PC skills including proficiency in Microsoft office (Excel, Word) and the ability to learn new software programs quickly and efficiently

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.

#NCB

https://www.jobs.net/jobs/signodeindustrialgroup/en-us/job/United-States/Customer-Service-Representative/J3S8116KJ08ZWQ20JC7/ Customer Service Representative

Job Snapshot

  • Employee Type: Full-Time

  • Location: Glenview , IL

  • Job Type:

  • Experience: Not Specified

  • Date Posted: 1/2/2019

About Us

Signode Industrial Group: Our Brands Are Trusted Around the Globe

As a $2.4 billion dollar global company that’s an industry leader, we offer opportunities that take you places. We are headquartered in Glenview, Illinois and have nearly 7,000 employees and 88 manufacturing facilities across six continents.

From operations and manufacturing experts to sales and marketing pros, we always are on the lookout for top talent.

What’s more, our business of industrial bulk packaging exists to help other companies do business. Any company that packs and transports goods via commercial trucks, railcars, ships or airfreight knows our brands.

Our company’s heritage goes back more than 100 years. Our products are sold around the world in developed and emerging markets under well-known and trusted brand names, including Signode, Strapex, Orgapack, Angleboard, Fleetwood and Mima Systems.

Our employees work with these core values in mind:

  • Integrity – All suppliers and customers are treated with honesty and transparency.

  • Respect – Our diverse work force across many countries represents many different cultures, languages and experiences. Our employees embrace the richness of those differences.

  • Trust – We trust that our colleagues operate with professional standards and the best interest of the company at all times.

  • Shared Risk – We work as a team, sharing responsibility for outcomes of decisions, including those that require taking risks and encouraging new ideas.

  • Simplicity – We encourage employees to stay focused on the essential core of any business opportunity, challenge or issue.

Comprehensive Benefits

Along with many opportunities for career growth, Signode Industrial Group provides a comprehensive benefits package. Specific benefits vary worldwide and are based on regional needs, but below are some common features of the U.S. benefit program.

  • Medical and dental benefits

  • 401(k) retirement savings program

  • Paid vacation and holidays

  • Life Insurance

  • Educational assistance

  • Employee assistance program

Signode Industrial Group 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.