Customer Service Representative

Airgas•Rancho Cordova, CA

3d•$23 - $25•Onsite

About The Position

Airgas is hiring for a Customer Service Representative in Rancho Cordova, CA. 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. Responsible for adherence to company policies, including safety and the use of personal protective equipment. Meet call coaching expectations. 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 customers. 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.

Requirements

High School Diploma preferred or at least three years’ experience or equivalent combination of experience and education.
Must be able to operate in a drug-free workplace.

Nice To Haves

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.
Strong organizational, team-building, and communication skills.
The ability to work and navigate within a complex matrixed organization.

Responsibilities

Takes inbound calls for processing and researching customer orders using SAP.
Makes outbound calls to research order progress.
Routes calls to other departments if necessary.
Processes orders received by electronic means, email, telephone, or personally.
Adheres to company policies, including safety and PPE usage.
Meets call coaching expectations.
Develops appropriate solutions for complex issues.
Collaborates with sales representatives to resolve customer needs and concerns.
Utilizes proactive sales techniques (upselling/cross-selling).
Shares account knowledge with team members.
Maintains a positive and enthusiastic approach.
Maintains a professional demeanor on the phone.
Follows Airgas and department policies and procedures.
Answers incoming telephone calls to provide service.
Edits and enters customer orders efficiently and accurately, paying attention to pricing and location.
Communicates effectively with internal and external resources (vendors) via phone, email, and website.
Utilizes product knowledge and vendor training to present new products to customers.
Works effectively in a team to provide a positive customer experience.
Ensures customer inquiries are brought to resolution through follow-through.
Escalates issues to Customer Service Manager as needed.
Participates in recommended computer, sales, customer service, and product training.
Reviews open order reports consistently to reduce the impact of unfulfilled orders.