Customer Service Representative

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 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 pioneer in the industrial packaging sector with a long history of customer-focused innovations in materials, processes and automation technology that have revolutionized the sector.

Headquartered in Tampa, Florida, Signode is the Transit Packaging Division of Crown Holdings, Inc.

The Role

The Customer Service Representative plays a critical role in delivering a world-class customer experience to clients and sales teams. This role collaborates closely with Procurement, Commercial Sales, Finance, and Supply Chain teams to ensure customer expectations are met and aligned with Signode's mission and core values. This CSR also manages complex orders that require elevated attention and care.

Essential Functions

• Possess all core competencies of an entry-level Customer Service Representative, along with advanced skills.
• Accurately and efficiently manage the sales order entry process from multiple sources (EDI, email, phone, web shop), ensuring correct account details, pricing, terms of sale, product selection, and quantities.
• Proactively review open orders daily to identify and resolve issues preventing release or confirmation of order.
• Handle customers incoming calls to our Signode 800 number. Answer customer questions and resolve issues in a timely manner.
• Respond to customer inquiries via email and phone, providing timely and accurate information.
• Communicate updates, changes, delays, and other relevant information to customers to ensure transparency and satisfaction.
• Investigate and resolve billing concerns by tracking shipments, researching pricing discrepancies, processing return authorizations, providing quotes, and managing credit hold orders.
• Maintain backorder reports for high-priority accounts, ensuring visibility and timely follow-up.
• Identify and remove barriers affecting product quality, support, on-time delivery, and overall customer satisfaction through problem-solving and continuous improvement efforts.
• Serve as the first point of contact for other departments regarding high-priority customer concerns.

Requirements

Education:

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

Experience:

• Minimum of 2 years in a customer service role, with a proven track record of delivering high-quality support
• Demonstrated ability to build and maintain strong customer relationships by coordinating internal resources to meet commitments and resolve issues effectively
• Proficient in Microsoft Office Suite (Excel, Word, Outlook)
• Experience with ERP systems required, including Microsoft Dynamics 365 (D365), SAP, Oracle, or NetSuite
• Familiarity with ticketing systems (e.g., Microsoft D365) is a plus

Functional Success Drivers:

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

Other:

• Comfortable taking initiative and ownership

Compensation & Benefits

Salary: The hourly wage for this position starts at $25.00 - $28.00 and varies based on specific responsibilities and geographic location. Starting hourly rate within this range will be determined based on the candidate's experience, qualifications, and/or skillset.

Benefits: Signode offers a comprehensive benefits package to full-time employees, which includes health, dental, vision, 401k, paid time off, life insurance, wellness perks, and more. Benefits begin the month following the hire date.

Job Details

• FLSA Status: Non-Exempt
• Location: United States-Tampa
• Education Level: High School

Additional Information

• All your information will be kept confidential according to EEO guidelines.
• The Company does not sponsor for employment-based visas for this position now or in the future.
• Signode participates in E-Verify and will provide the Department of Homeland Security your Form I-9 information to confirm your authorization to work in the United States.
• 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.
• Signode is committed to providing equal opportunities to all qualified applicants, including providing reasonable accommodations during our recruiting process. If you need any assistance or accommodation in applying for this position, please contact us at [email protected].
• 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.