Customer Service Representative - Phoenix, AZ

Signode • Phoenix, AZ

15d • $22 - $27

About The Position

Summary: Manage the customer experience including processing and entering customer data in an accurate and timely manner; maintaining effective customer, sales 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 tickets, phone calls, and Teams messages, courteously and consistently using established guidelines. Respond full circle to requests from customers, sales reps and service reps. Collaborate with other departments to resolve customer issues and align with customers’ needs and requests. Maintain appropriate records and documentation in our ERP System. Act as an Account advocate by managing and overseeing inquiries that require concierge handling. Communicate proactively with customers to keep them aware of updates, changes, delays, and other information deemed important to them. 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 in our ERP. Provide problem solving and continuous improvement by removing barriers that impact product quality, support, or on-time delivery and customer satisfaction. Efficiently enter orders and address inquiries by leveraging the resources within the business, and following the standardized processes implemented. Complete and review customer specific reports for accuracy and integrity. Recommend ideas which enhance the overall customer experience.

Requirements

• High School Diploma or GED required.
• 2+ years of previous customer service experience, preferably in manufacturing and/or installation/maintenance/repair environment.
• Mathematical abilities
• Proficient in Microsoft Excel
• Customer Focus
• Detail Orientated
• Interpersonal Savvy
• Energy
• Communication
• Listening

Nice To Haves

• Associates degree in Business or related field preferred.
• Ticketing system experience, a plus.
• ERP experience, a plus, including quoting, order entry, and returns.

Responsibilities

• Answer incoming customer service tickets, phone calls, and Teams messages, courteously and consistently using established guidelines.
• Respond full circle to requests from customers, sales reps and service reps.
• Collaborate with other departments to resolve customer issues and align with customers’ needs and requests.
• Maintain appropriate records and documentation in our ERP System.
• Act as an Account advocate by managing and overseeing inquiries that require concierge handling.
• Communicate proactively with customers to keep them aware of updates, changes, delays, and other information deemed important to them.
• 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 in our ERP.
• Provide problem solving and continuous improvement by removing barriers that impact product quality, support, or on-time delivery and customer satisfaction.
• Efficiently enter orders and address inquiries by leveraging the resources within the business, and following the standardized processes implemented.
• Complete and review customer specific reports for accuracy and integrity.
• Recommend ideas which enhance the overall customer experience.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED