Customer Service Representative

About the role

The Customer Service Representative at Airgas is responsible for taking inbound calls to process and research customer orders, making outbound calls to track order progress, and handling various customer inquiries. This position requires strong computer skills, independent problem-solving abilities, and the ability to work collaboratively with cross-functional teams.

Responsibilities

• Takes inbound calls for the purpose of processing and researching customer orders using our SAP computer system.
• Makes outbound calls to research the progress of an order.
• Processes orders received by electronic means, email, and telephone or personally from customers or associates by performing the following duties:
• Enters credits accurately and in a timely manner to eliminate any negative impacts with a customer.
• Communicates effectively with internal and external resources such as product vendors, via phone, email, and website, to service customer needs in a timely fashion.
• Works with internal customers (outside sales representatives, branch and store personnel, as well as operations and distribution personnel, etc.) to improve the order-to-delivery process and make it seamless to the customer.
• Presents new products to customers to increase their awareness of our market segments.
• 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 thorough follow through utilizing all resources available; escalates issues to Customer Service Manager as needed.
• Participates in all recommended computer, sales, customer service, and product training as needed.
• Reviews open order reports on a consistent basis to reduce the impact of unfulfilled orders on customers' business needs.

Requirements

• High School Diploma or at least three years’ experience or equivalent combination of experience and education.
• Minimum years of inbound customer service experience in a high-volume call center environment.
• Strong computer skills (Google Workspace & Microsoft Office Suite).
• Demonstrated ability to independently analyze complex customer inquiries and implement solutions that balance user needs with company policy.
• Must be able to work with a wide variety of people with different personalities and backgrounds.
• Strong interpersonal, organizational, team-building, and communication skills.
• Ability to build effective relationships with all levels and roles in the organization.
• Ability to work and navigate within a complex matrixed organization.

Qualifications

• High School Diploma or equivalent.
• At least three years of inbound customer service experience in a high-volume call center environment.
• Strong computer skills (Google Workspace & Microsoft Office Suite).
• Demonstrated ability to independently analyze complex customer inquiries and implement solutions that balance user needs with company policy.
• Ability to work with a wide variety of people with different personalities and backgrounds.
• Strong interpersonal, organizational, team-building, and communication skills.
• Ability to build effective relationships with all levels and roles in the organization.
• Ability to work and navigate within a complex matrixed organization.

Skills

• Strong computer skills (Google Workspace & Microsoft Office Suite).
• Independent problem-solving abilities.
• Effective communication skills.
• Teamwork and collaboration skills.
• Product knowledge and vendor training.

Benefits

Comprehensive family benefits including Medical, Dental, Vision, Life, AD&D, and Disability Insurance. Support for Parents: Up to 14-week paid child birth benefits. Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time. Early Access: Benefits start after just 30 days of employment.

Pay

Hourly Range: $20-$26

Schedule

Not specified

Benefits

Comprehensive family benefits including Medical, Dental, Vision, Life, AD&D, and Disability Insurance. Support for Parents: Up to 14-week paid child birth benefits. Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time. Early Access: Benefits start after just 30 days of employment.

About Airgas

Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions. Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients.

Equal Employment Opportunity Information

We are an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Airgas, an Air Liquide Company is a Government contractor subject to the Vietnam Era Veterans’ Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973. Airgas does not discriminate against qualified applicants with disabilities, and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment.

California Privacy Notice

Not specified