Job Details

Name
Customer Service Representative
City
Glenview
State
IL, United States
Job ID
7904
Job Description

Signode, a global leader in protective packaging machinery, tools and accessories, is seeking a Customer Service Representative to join our growing organization. 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.

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.
  • Investigate and resolve billing concerns by; tracing shipments, researching price differences and entering credit memos for approval; quoting special parts prices 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.

POSITION QUALIFICATIONS

Education: 

  • High School Diploma or GED required.

Experience / Abilities:

  • 2+ 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 customers by mobilizing internal resources to achieve commitments and resolving customer issues.
  • Outstanding communication skills, particularly telephone etiquette and protocol.
  • Advanced PC skills, including proficiency in Microsoft Office (Excel, Word, etc.) and the ability to learn new software programs quickly and efficiently.
  • Quality focused - ensuring accuracy, efficiency, timeliness and integrity of information.
  • Resilient and able to manage stress and work in a fast-paced environment. Detail-oriented with the ability to prioritize and multitask.
  • Able to learn new information, identify solutions and creatively solve problems.

Computer skills:

  • Advanced PC skills, including proficiency in Microsoft Office (Excel, Word, etc.) and the ability to learn new software programs quickly and efficiently.


PREFERRED QUALIFICATIONS

  • Associates degree in business or related field preferred
 
Aleron companies (Broadleaf Results and TalentRISE) are Equal Employment Opportunity and Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

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