Customer Service Representative

3 months ago

Winona, United States RTP Company Full time
Description

This position is responsible for providing exceptional service to RTP Company's customers as the first point of contact. Responsibilities include answering questions, addressing inquiries, accurately processing orders, communicating with internal and external customers, and providing solutions.

A comprehensive training period covers order processing, product information, customer profiles, computer system processes, and providing staff coverage. Subsequent responsibilities include assignment of a specific customer base and/or sales territory support.

**Not eligible for work sponsorship

ESPONSIBILITIES

Responsibilities
  • Respond to pricing and product inquiries, order status, tracking inquiries, and order cancellations via phone, email, or system.
  • Open and maintain accurate customer account records.
  • Accurately process customer orders
    • Serve as customer liaison with appropriate internal departments to ensure customer inquiries are addressed.
  • Communicate information to internal and external customers.
    • Manage escalations with professionalism and tact, ensuring that all options are explored to satisfy the needs of the customer.
  • Identify root cause of inquiries by asking probing questions to determine the best solution.
  • Handle account and billing questions with effective investigation and resolution.
  • Collaborate with logistics and manufacturing along with business systems to manage accounts.
  • Work in partnership with a specified group of Sales Engineers to support their customers and the sales goals of each Sales Engineer
  • Other duties/responsibilities as assigned, or apparent.
Requirements

Skills and Abilities
  • Must have the ability to provide exceptional customer service in an office environment, communicate effectively and demonstrate courtesy, tact, and confidentiality when dealing with customers (internal and external).
  • Must be multi-task oriented.
  • Must be self-directed and have ability to work independently as well as part of a team.
  • Must be able to use independent judgment and discretion.
  • Must be well organized with a strong attention to detail.
  • Must have strong problem solving and problem resolution skills.
  • Must be proficient with a computer and using email and internet portals.
  • Must have excellent written and verbal communication skills.
  • Attendance is an essential function of the job.
  • Must be able to read, write, and speak English.
EDUCATION and EXPERIENCE
  • High School diploma or equivalent required
  • Minimum of 2 years in customer support experience or related field required
  • Minimum of 1 year data entry/ order entry experience required.
  • Prior office experience preferred.
  • Prior plastics manufacturing customer service experience a plus.
  • Knowledge of SAP a plus.
Physical Requirements and Working Conditions

CONTACTS: Internal - Frequently (34 - 66%) External - Frequently (34 - 66%)

Regularly
  • Communicate via phone, email, in person to coordinate daily transactions.
  • Required to sit for prolonged periods of time.
  • Operate a computer and other office machinery such as copy machine, and printer.
  • Required to talk and hear to coordinate day-to-day phone and in person transactions.
Frequently
  • Walk and use stairs to maneuver throughout the buildings.
Occasionally
  • Lift and/or move up to 20 lbs.

Standard office environment. The noise level is usually low, due to office equipment.

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