Customer Service Representative

Signode•Roselle, IL

3d•Onsite

About The Position

The Customer Service Representative is responsible for executing end-to-end customer order and service support activities for assigned accounts or regions. This role manages order entry, issue resolution, and cross-functional coordination to ensure accurate and timely delivery of products and services. Acting as a primary point of contact, the Customer Service Representative proactively monitors order activity, communicates updates, and collaborates with Sales, Service, Supply Chain, and Finance to support customer commitments. The role contributes to customer satisfaction, data integrity, and operational performance while identifying opportunities to improve processes and service delivery.

Requirements

High School Diploma or GED required
2+ years of customer service or order management experience, preferably in a manufacturing or service environment
Proficiency in Microsoft Excel, including VLOOKUPs and PivotTables, to analyze open-order portfolios, identify trends and risks, and support backlog management
ERP system experience (order entry, quoting, returns, or service-related transactions) preferred

Nice To Haves

Associate degree preferred

Responsibilities

Serve as the primary point of contact for assigned customers, ensuring responsive communication and effective management of incoming inquiries
Execute the lifecycle of customer orders from entry through fulfillment, including coordination and follow-through
Enter and manage customer orders in ERP systems with a high degree of accuracy and timeliness
Monitor open orders, backlogs, and delivery commitments; proactively communicate risks, delays, and updates
Coordinate with Sales, Supply Chain, Field Service, and Finance to resolve customer issues and align commitments
Partner with Field Service teams to align parts, service needs, and customer expectations
Ensure alignment between customer requirements, system data, and execution by validating order details, service needs, and delivery expectations upfront to ensure data integrity and accurate order execution
Investigate, track, and support resolution of billing discrepancies, pricing issues, customer claims, and open inquiries through completion
Support quoting activities and validate pricing to ensure order accuracy and revenue integrity
Identify process gaps or recurring issues and recommend improvements to enhance efficiency and customer experience
Contribute to KPI performance (e.g., order accuracy, response time, backlog resolution) and support continuous improvement initiatives