Customer Service Representative

The Customer Service Representative takes inbound calls for processing and researching customer orders using our SAP computer system. This person could make outbound calls to research the progress of an order. The representative may route calls to other departments if deemed necessary. Processes orders received by electronic means, email, telephone, or personally from customers or associates by performing the following duties.

The hiring range is $20 - $23.

• Responsible for adherence to company policies, including safety and the use of personal protective equipment.
• Meet call coaching expectations outlined in the "Call Coaching Guidelines."
• Make a strong effort to develop appropriate solutions before engaging leadership on complex issues
• Collaborate with assigned sales representatives to resolve customer needs and concerns
• Utilize proactive sales techniques when appropriate (Radnor crossover, upselling/ cross-selling)
• Share account knowledge with fellow team members to ensure customer needs are met
• Maintain a positive, enthusiastic approach at all times. Maintains a professional demeanor on the phone to exhibit the best impression of Airgas.
• Follow Airgas and department policies and procedures
• Answer incoming telephone calls to provide desired service to internal and external customer
• Edits and enters customer orders efficiently and accurately, paying close attention to pricing and location to reduce the quantity of errors and returns.
• Communicates effectively with internal and external resources such as product vendors via phone, email, and website to service customer needs in a timely fashion.
• Utilizes product knowledge and vendor training to present new products to customers to increase their awareness of our market segments.
• Works effectively in a team format that assists each other to give the customer a positive experience in having Airgas as its vendor.
• Ensures that customer inquiries are brought to resolution through thorough follow-through utilizing all resources available; escalates issues to Customer Service Manager as needed.
• Participate in all recommended computer, sales, customer service, and product training as needed.
• Review open order reports consistently to reduce the impact of unfulfilled orders on customers’ business needs.
• All employees are expected to perform any reasonable work request that falls within the qualifications
  but not specifically described.

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Are you a MATCH?

To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.

Required Education:

• High School Diploma preferred or at least three years’ experience or equivalent combination of experience and education.

Required Length & Type of Experience:

• At least two years customer service and inside sales experience in similar industry is desired.
• Strong computer skill (Google Suite) and experience with SAP and/or ERP systems is desired.

Knowledge, Skills & Abilities (KSA’s):

• Ability to demonstrate the leadership skills required to drive continuous improvement of processes.
• Excellent communication and organization skills
• Ability to multitask and manage multiple priorities under time constraints
• Motivated, proactive individual who can work both independently and within a team
• Knowledge of safety, gas, and welding products preferred
• SAP Knowledge preferred