Customer Service Representative - Tampa, FL

Description/Job Summary

SUMMARY

The Customer Service Representative is responsible for providing a world class customer service experience for their assigned accounts. This includes entering orders, monitoring orders, answering inquiries and completing customer specific reports all while being the sole point of contact for their customers. This role collaborates with the 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.

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:

• Establish and maintain an effective business relationship with assigned customers as well as the internal Commercial team.
• Receive and enter Sales Orders, Purchase Orders, and Consignment Billings within 8 business hours.
• Proactively manage Customer and Commercial inquiries (calls/email) regarding Product knowledge, Order lifecycle, and Distribution in a timely manner to achieve total resolution time of 8 business hours.
• Act as an Account advocate by managing and overseeing inquiries that require concierge handling.
• Collaborate with the internal Supply Chain team to keep the customers updated as to their Order status if changes occur, in a pro-active manner.
• Adept at multi-tasking, self-motivated with a strong drive to resolve issues effectively long term.
• Efficiently enter Customer's orders and address Customer's and Commercial inquiries by understanding and leveraging the resources within the business, and following the standardized processes implemented to be an effective problem solver.
• Detail orientated and well organized, ability to manage multiple assignments and accounts.
• Work closely with Sales Representatives regarding price inquires, discrepancies on customers purchase orders, update on customer order status.
• Complete and review customer specific reports for accuracy and integrity.
• Participate in both scheduled and impromptu meetings with Customers and Commercial team to ensure optimal customer experience and expectations are being achieved.

POSITION QUALIFICATIONS

Education:

• High School Diploma or GED required

Experience / Abilities:

• Minimum 5-7 years Customer Service experience in a distributor environment or extensive experience within a fast-paced customer service environment is preferred
• Detailed oriented

Interpersonal, Communications and Influencing skills

• Exceptional degree of tact and empathy to resolve customer concerns in strengthening relationship
• Excellent communication skills both verbal and written.
• Strong sense of urgency and ability to thrive in a fast-paced environment.
• Ability to work with a team and independently.
• Critical, strategic, and analytical thinker with ability to translate data into logical solutions.

Computer Skills

• Intermediate knowledge in MS Outlook, Excel and Word
• Knowledge to analyze large and multi-dimensional data sets.
• Knowledge of ERP Systems, particularly AX Microsoft is a plus