Customer Service Representative (Bilingual French) - Signode Industrial Group

Description/Job Summary

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 a broad spectrum 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 materials, processes and automation technology that have revolutionized the sector.

Headquartered in Tampa, Florida, we are proud to be the Transit Packaging Division of Crown Holdings, Inc. We are excited to go to market as Signode and to share the portfolio of products, services and capabilities that make us the world's premier end-of-line packaging company.

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.

Salary: 

$25-$28.00 / hourly

Summary

The Account 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

• Communicate effectively with French-speaking clients and partners via [email, phone, in-person, etc.].
• 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: 

• Excellent communication skills with the ability to articulate ideas clearly in French and English
• 5+years of previous customer service.
• Proficiency in Microsoft Office (Excel, Word, etc.)
• ERP experience required.
• Ticketing system experience, a plus.

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

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.

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.