Customer Service Representative

Airgas • Billerica, MA

17d • Onsite

About The Position

The Customer Service Representative (CSR) provides collaborative support services for all phases of the order fulfillment process to Airgas customers primarily over the telephone both locally and for remote locations in a region. The CSR cultivates long-term customer partnerships and delivers exceptional customer service through support including sales, order entry, collaborative pricing alignment, master file maintenance, inquiry resolution, expediting, product research with vendors, and coordination with internal departments including field sales.

Requirements

• High school diploma or equivalent.
• Prior Customer Service / Inside Sales experience.
• Hands-on proficiency with SAP (listed as preferred on posting, but prioritized during screening to minimize baseline training time).
• Google Platform experience (Google Workspace/Suite).
• Extreme attention to detail (handling precise tank, billing, and operational adjustments).
• Excellent customer service & communication skills, demonstrating a clear and effective speaking manner to share information with customers and colleagues.
• Working knowledge of Microsoft Office Suite: Outlook, Word, Excel, and PowerPoint.
• Thoughtful problem-solving and analytical skills.
• Collaborative team orientation with the ability to support individual task execution.
• Ability to prioritize effectively and foster progress in a dynamic work environment.
• Detail-oriented.

Nice To Haves

• Practical math skills, including addition, subtraction, multiplication, and division across units of measure, fractions, rates, ratios, and percentages
• Additional post-high school education or specialized training.

Responsibilities

• Maintains high-quality customer service by assisting customers via telephone, email, fax, or in person, facilitating all phases of order fulfilment for industrial, medical, and specialty gases, as well as welding and safety equipment, power and hand tools, and other products/supplies.
• Answers and responds to incoming telephone inquiries from our customers.
• Facilitates sales, taking customer orders and serving as a trusted resource for Airgas customers.
• Demonstrates comprehensive knowledge of all order-entry, data research, and service resolution processes necessary to support customers.
• Executes data entry for sales and sales-related processes, including new account set-up and maintenance of existing customer accounts.
• Provides data entry and maintenance for customer contact pricing.
• Ensures customer inquiries regarding billing questions, cylinder balances, order status, and delivery timing are promptly and courteously addressed, providing attentive follow-up as necessary.
• Researches products with vendors, including pricing and availability.
• Researches and builds alignment to resolve order delivery cycle challenges.
• Researches and reviews customer account balances, invoices, and leases.
• Interfaces with sales, customers, branches, and other operating areas to provide timely and accurate communication regarding capabilities, delivery, and various operating requirements.
• Interacts with internal departments to coordinate deliveries and foster customer satisfaction.
• Supports other duties and special projects as assigned.

Benefits

• Medical, Dental, Vision, Life, AD&D, and Disability Insurance
• Up to 14-week paid child birth benefits
• 401(k) Retirement Plan with company match
• Tuition Assistance
• Paid Holidays
• Vacation
• Sick time
• Employee Assistance Program (EAP)
• Pre-tax commuter transportation benefit
• Parental leave
• Floating holidays
• Jury duty and funeral/bereavement leave
• Discounted college tuition for eligible employees’ dependents
• Airgas Scholarship Program for dependent children

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED