This position is responsible for providing exceptional service to RTPs Customers and ensuring that their experience with RTP is positive. This position is the first point of contact for Customers and will be responsible for answering their questions, addressing their concerns, accurately processing orders, communicating with internal and external customers, and providing solutions to their problems.

Initial responsibilities start with order processing and training on 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.

ESPONSIBILITIES

 Responsibilities

• Respond to pricing and product inquiries, order status, tracking inquiries, and order cancellations.
  • Resolve customer problems 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 issues are fully resolved.
• Communicate information to internal and external customers.
  • Manage escalations with professionalism and tact.
• De-escalate customers who are upset with their experience and ensure all options are explored to satisfy their needs.
• Identify root cause of inquiries by asking probing questions to determine the best solution.
• Handle account and billing issues 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.