Customer Service Representative

Airgas•San Diego, CA

23d•$20 - $26•Onsite

About The Position

The Customer Service Representative takes inbound calls for the purpose of processing and researching customer orders using our SAP computer system. This person will 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 and telephone or personally from customers or associates by performing the following duties. Responsible for adherence to company policies including safety and the use of personal protective equipment. Handle busy incoming orders and answer customer inquiries via phone and email. Maintains professional demeanor on the phone to exhibit the best impression of Airgas. Edits and enters customer orders in an efficient and accurate manner paying close attention to pricing and location to reduce the quantity of errors and returns. 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. 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. Participate in all recommended computer, sales, customer service, and product training as needed. Review 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.

Nice To Haves

Experience with SAP and/or ERP systems.

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.
May route calls to other departments if deemed necessary.
Processes orders received by electronic means, email and telephone or personally from customers or associates.
Responsible for adherence to company policies including safety and the use of personal protective equipment.
Handle busy incoming orders and answer customer inquiries via phone and email.
Maintains professional demeanor on the phone to exhibit the best impression of Airgas.
Edits and enters customer orders in an efficient and accurate manner paying close attention to pricing and location to reduce the quantity of errors and returns.
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.
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.
Participate in all recommended computer, sales, customer service, and product training as needed.
Review open order reports on a consistent basis to reduce the impact of unfulfilled orders on customers' business needs.