Customer Service Representative

2 days ago

Winona, Minnesota, United States RTP Company Full time
Job Title: Customer Service Representative

This role is responsible for delivering exceptional customer service to RTP Company's customers as the primary point of contact. Key responsibilities include responding to customer inquiries, processing orders, and communicating with internal and external customers to provide solutions.

Responsibilities:
  • Respond to customer inquiries via phone, email, or system, addressing pricing and product inquiries, order status, tracking inquiries, and order cancellations.
  • Open and maintain accurate customer account records.
  • Process customer orders accurately, serving as a customer liaison with internal departments to ensure customer inquiries are addressed.
  • Communicate information to internal and external customers, managing escalations with professionalism and tact.
  • Identify root causes 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 teams to manage accounts.
  • Work in partnership with Sales Engineers to support their customers and sales goals.
Requirements:
  • Provide exceptional customer service in an office environment, communicating effectively and demonstrating courtesy, tact, and confidentiality.
  • Be multi-task oriented and self-directed, with the ability to work independently and as part of a team.
  • Use independent judgment and discretion, with a strong attention to detail and problem-solving skills.
  • Be proficient with a computer and using email and internet portals.
  • Have excellent written and verbal communication skills.
  • Attend work regularly and 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 a 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:

This role requires frequent communication via phone, email, and in-person interactions. The position involves sitting for prolonged periods, operating a computer, and using office machinery. Regularly, the employee will be required to talk and hear to coordinate day-to-day transactions. Occasionally, the employee may need to lift and/or move up to 20 lbs.

This role is based in a standard office environment with a low noise level due to office equipment.

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