Customer Service Representative in Glenview, IL at Signode

Date Posted: 12/8/2019

Job Snapshot

Job Description

Signode, a global leader inprotective packaging machinery, tools and accessories, is seeking a CustomerService Representative to join our growing organization. This position willmanage the customer experience including processing and entering customer datain an accurate and timely manner; maintaining effective customer and fieldservice employee relationships; and striving for customer satisfaction byresolving 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 GEDrequired. Associates degree in business or related field preferred

 

Experience/ Abilities:

      2+ yearsof previous customer service experience, preferably in a manufacturing and/orinstallation/maintenance/repair environment. Demonstrated ability to establishand sustain beneficial relationships with customers by mobilizing internalresources to achieve commitments and resolving customer issues.

      Outstandingcommunication skills, particularly telephone etiquette and protocol.

      AdvancedPC skills, including proficiency in Microsoft Office (Excel, Word, etc.) andthe ability to learn new software programs quickly and efficiently.

      Qualityfocused - ensuring accuracy, efficiency, timeliness and integrity ofinformation.

      Resilientand able to manage stress and work in a fast-paced environment. Detail-orientedwith the ability to prioritize and multitask.

      Able tolearn new information, identify solutions and creatively solve problems.

 

Computerskills:

      AdvancedPC skills, including proficiency in Microsoft Office (Excel, Word, etc.) andthe ability to learn new software programs quickly and efficiently.




All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status