Customer Account Manager (Hybrid)

Raytheon; Atlanta (GA); Hybrid; USD 77,000 - 163,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Three weeks of vacation

401(k) plan with employer matching

Job summary

RTX is seeking an experienced Customer Service professional for a hybrid role in the United States. The role involves handling customer inquiries by phone or electronic means, resolving issues, and providing timely information about products and services.

The position requires a university degree with extensive relevant experience or an advanced degree with fewer years, and U.S. citizenship. SAP experience is highly preferred, with opportunities to improve processes and support shipments.

Qualifications

• Requires university degree with 5+ years relevant experience, or advanced degree with 3+ years, or 9+ years of relevant customer service experience without a degree.
• U.S. citizenship is required to access information under this program/contract.
• SAP experience is highly preferred.

Responsibilities

• Responds to customer inquiries by phone or email and resolves complaints.
• Analyzes customer data to identify trends and suggest process improvements.
• Escalates complex issues to management as needed.
• Expedites or traces shipments by coordinating with internal teams.
• Maintains knowledge of products and services to assist customers and provides after-sales support.

Skills

Oral communication

Written communication

Problem solving

Education

University Degree

Advanced Degree

Tools

SAP

Job description

Role Overview

We are currently searching for established professionals in Customer Service, who work under general supervision in responding to customer calls. Resolves moderately complex inquiries, collects and analyzes customer data to determine customer trends, and makes recommendations to update procedures to improve Customer Service processes. Escalates complex issues to management. This role is a Hybrid position.

Primary Responsibilities

• Confers with customers who contact the organization by telephone or electronically, provides information about organization products or services, discusses customer accounts, and obtains and addresses customer complaints.
• Uses organization and product knowledge to address more difficult inquiries and provide follow up.
• Develops documentation used to solve difficult customer issues/requests/complaints. Directs queries to appropriate department or personnel, as needed.
• Researches published materials and secondary sources of information to find additional sources of information that can be recommended to customers to answer their questions to ensure customers' satisfaction is met.
• Collects and consolidates information regarding customer interactions and transactions, analyzes customer interaction and customer service trends to facilitate future needs in trainings and improvements in customer services.
• Confers with production, program managers, shipping, warehouse, or other personnel to expedite or trace shipments.
• May promote various products/services to ensure business targets are met.
• May provide after-sales support for various client contracts.
• Performs duties related to overall customer service.
• Provides support to value stream team with regard to customer concerns.
• Coordinates with sales reps to identify inside sales opportunities.
• Serves as customer interface on product status and delivery.
• Maintains knowledge of organization and products to provide the appropriate information and support to customers.
• Consistently documents customer service needs to identify patterns and maintain quality.

Basic Qualifications

• Typically requires a University Degree and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience or, in absence of a degree, 9 years of relevant Customer Service experience.
• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Preferred Qualifications

• Intermediate to Advanced Microsoft Office experience.
• Intermediate to Advanced oral and written communication skills.
• Strong sense of urgency and ability to pick up on material quickly.
• Ability to work independently and problem solve.
• Organized and able to prioritize multiple assignments running concurrently for timely, high-quality results.
• SAP experience is highly preferred.

Salary Range

77,000 USD - 163,000 USD.

Benefits

• Medical, dental, and vision insurance.
• Three weeks of vacation for newly hired employees.
• 401(k) plan with employer matching funds and separate employer retirement contribution.
• Tuition reimbursement.
• Life insurance and disability coverage.
• Optional coverages such as pet insurance, home and auto, additional life insurance, accident insurance, critical illness insurance, group legal, fertility and family planning, employee assistance plan.

Equal Opportunity Employer

RTX is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.