Customer Service Representative

Role Overview

• Takes inbound calls for processing and researching customer orders using our SAP computer system
• Makes outbound calls to research the progress of an order
• Routes calls to other departments if deemed necessary
• Processes orders received by electronic means, email, telephone, or personally from customers or associates
• Responsible for adherence to company policies, including safety and the use of personal protective equipment
• Meets call coaching expectations outlined in the "Call Coaching Guidelines."
• Makes a strong effort to develop appropriate solutions before engaging leadership on complex issues
• Collaborates with assigned sales representatives to resolve customer needs and concerns
• Utilizes proactive sales techniques when appropriate (Radnor crossover, upselling/ cross-selling)
• Shares account knowledge with fellow team members to ensure customer needs are met
• Maintains a positive, enthusiastic approach at all times
• Maintains a professional demeanor on the phone to exhibit the best impression of Airgas
• Follows Airgas and department policies and procedures
• Answers 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 errors and returns
• Communicates effectively with internal and external resources such as product vendors via phone, email, and website
• Works effectively in a team format that assists each other to give the customer a positive experience in having Airgas as its vendor

Requirements

• High School Diploma preferred or at least three years’ experience or equivalent combination of experience and education
• 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
• 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
• Must be able to work with a wide variety of people with different personalities and backgrounds
• Strong interpersonal and organization skills.
• Must be able to build effective relationships with all levels and roles in the organization

Tech Stack

• ERP

Benefits

• medical, dental, and vision plans
• short-term and long-term disability
• life and accidental death and dismemberment (AD&D) insurance
• Employee Assistance Program (EAP)
• pre-tax commuter transportation benefit
• parental leave
• vacation
• sick time
• floating holidays
• jury duty and funeral/bereavement leave
• paid holidays for all eligible full-time employees
• 401k plan with company matching funds
• tuition reimbursement
• discounted college tuition for eligible employees’ dependents
• Airgas Scholarship Program for dependent children