Customer Service Representative

4 weeks ago

Fort Worth, Texas, United States RTP Company Full time
Job Summary

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 providing solutions. A comprehensive training program covers order processing, product information, and customer profiles. Subsequent responsibilities include assignment of a specific customer base and/or sales territory support.

Responsibilities
  • Respond to customer inquiries via phone, email, or system.
  • Open and maintain accurate customer account records.
  • Process customer orders and serve as a liaison with internal departments to ensure customer inquiries are addressed.
  • Communicate information to internal and external customers.
  • Manage escalations with professionalism and tact.
  • Identify root cause of inquiries and provide solutions.
  • Handle account and billing questions.
  • Collaborate with logistics and manufacturing to manage accounts.
  • Work with Sales Engineers to support their customers and sales goals.

Requirements
  • Provide exceptional customer service in an office environment.
  • Be multi-task oriented and self-directed.
  • Use independent judgment and discretion.
  • Be well organized with a strong attention to detail.
  • Have strong problem solving and problem resolution skills.
  • Be proficient with a computer and using email and internet portals.
  • Have excellent written and verbal communication skills.
  • Attend work regularly.
  • Read, write, and speak English fluently.

Education and Experience
  • High School diploma or equivalent required.
  • Minimum 2 years in customer support experience or related field required.
  • Minimum 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
  • Communicate via phone, email, and in person.
  • Required to sit for prolonged periods.
  • Operate a computer and other office machinery.
  • Required to talk and hear to coordinate transactions.

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