Customer Service Representative - Onsite

Customer Service Representative - Onsite (Maintenance)

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

Hours:

8am - 5pm, Monday through Friday with OT as needed

• 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.