Service Account Coordinator/Service Scheduler

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 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, 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.

Summary:

The Service Scheduler is responsible for planning and scheduling of our Field Service Technicians for installations, repairs and maintenance work by working with customers and aligning service based on available hours, location, travel times and skillset of the individual technicians. In addition, this position will be expected to identify opportunities for additional leads and upselling of a broad range of other service products.

Essential functions of role:

Manage order intake and coordination of customer inquiries for service calls by phone, fax, and email.

Answer customer inquiries to provide scheduling to customers who require technical service.

Review the customer machine information in system, review the service tech schedules, coordinate time for service.

Maintain job cases and scheduling system.

Maintain service management system and create invoices. Manage invoice corrections and rebills.

Send quotes, order confirmations and invoices to customers.

Assist Regional Service Managers in scheduling and closing out open orders and with annual inventories for the Field Service Technicians.

Determine and communicate possible opportunities for additional products and services based on customer needs.

Work with other departments as needed, such as Customer Service, Engineering, etc.

Assist the back office with:

invoicing of customer service calls and maintenance contracts

the processing of combined service and spare parts inquiries from end customers and service techs on the preparation of offers.

Coordination of technical issues, support with spare parts identification, general telephone support between customers, service technicians and the technical teams

Other related administrative activities in the department

Deliver consistent and professional customer service internally and externally.

Other duties as assigned.

Position qualifications:

Education: High School diploma or equivalent required

Experience/abilities:

Minimum of 3 years of customer service or dispatching experience

Scheduling/dispatching experience preferred.

Strong verbal and written communication skills

Must possess account management skills with the ability to upsell and a passion for customer service.

Must be adaptable and able to manage ambiguity.

Able to problem solve, manage, and provide customer solutions.

Able to organize and manage their workload.

Strong decision maker, able to manage their desk and think on feet.

Must be collaborative and willing to be a team player

Computer skills

Proficient in MS Office (Excel, PowerPoint, and Word)

Experience with CRM a plus.

Experience with ERP systems (particularly D365 or Navision) a plus.

Other Physical Requirements

Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus. While performing the duties of this job, an individual is regularly required to reach with hands and arms, talk and hear, and use hands to finger, handle, or feel.

While performing essential functions, this role occasionally works near moving mechanical parts and in outside weather conditions and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, extreme heat and/or cold, risk of electric shock, and vibration. The noise level in the work environment is usually loud.

Able to wear Personal Protective Equipment (PPE) as needed (steel toe shoes, safety glasses, ear plugs, gloves, etc.).

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.