What are the responsibilities and job description for the Customer Service Representative - Onsite position at RTP Company?
Brief 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.
Responsibilities
Skills and Abilities
CONTACTS: Internal - Frequently (34-66%) External - Frequently (34-66%)
Regularly
RTP Company, headquartered in Winona, Minnesota, is a global compounder of custom engineered thermoplastics. The company has over 20 manufacturing plants located in the United States, Mexico, Europe, Singapore and China. RTP Company’s engineers develop customized thermoplastic compounds in over 60 different engineering resin systems for applications requiring color, conductive, elastomeric, flame retardant, high temperature, structural, and wear-resistant properties.
EOE, including disability/vets; All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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
Responsibilities
- Respond to pricing and product inquiries, order status, tracking inquiries, and order cancellations via phone, e-mail, 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 specific group of Sales Engineers to support their customers and the sales goals of each Sales Engineer.
- Other duties/responsibilities as assigned, or apparent.
Skills and Abilities
- Must have the ability to provide exceptional customer service in an office environment and 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 judgement and discretion.
- Must be well organized with a strong attention to detail.
- Must be well organized and have a strong attention to detail.
- Must have strong problem solving and problem resolution skills.
- Must be proficient with a computer and using e-mail 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.
- High School diploma or equivalent required.
- Minimum of 2 years in customer service support experience or related field required.
- Minimum of 1 year in data entry/ order entry experience required.
- Prior office experience preferred.
- Prior plastics manufacturing customer service experience a plus.
- Knowledge of SAP a plus.
CONTACTS: Internal - Frequently (34-66%) External - Frequently (34-66%)
Regularly
- Communicate via phone, e-mail, 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.
- Walk and use stairs to maneuver throughout the buildings.
- Lift and/or move up to 20 lbs.
- Standard office environment. The noise level is usually low, due to office equipment.
RTP Company, headquartered in Winona, Minnesota, is a global compounder of custom engineered thermoplastics. The company has over 20 manufacturing plants located in the United States, Mexico, Europe, Singapore and China. RTP Company’s engineers develop customized thermoplastic compounds in over 60 different engineering resin systems for applications requiring color, conductive, elastomeric, flame retardant, high temperature, structural, and wear-resistant properties.
EOE, including disability/vets; All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.