Customer Service Representative

Airgas•Plumsteadville, PA

18d•Hybrid

About The Position

Airgas is hiring a Customer Service Representative in Plumsteadville, PA. This role is responsible for being the primary customer contact for all inquiries, providing price and delivery information, recommending and selling companion products, and processing orders and customer information. The position involves collaborating with various departments to ensure customer satisfaction and acting as a bridge between customer expectations and the organization. The role also includes handling customer feedback, issuing return authorizations, expediting orders, and providing technical evaluation of orders. The company is committed to building a diverse and inclusive workplace.

Requirements

High School Diploma or equivalent required
3-5 years in a customer service environment.
Ability to understand technical issues.
Demonstrated skills for handling customer complaints and complex situations.
Proven excellent interpersonal communication skills.
Computer literacy and MS office experience a must.
Ability to apply independent judgment in a wide variety of situations.

Nice To Haves

Bachelor's degree preferred.

Responsibilities

Answer incoming phone calls - primary customer contact for all inquiries.
Provide price and delivery information for phone inquiries.
Recommend and sell companion products (regulators, manifolds, safety equipment, etc.) on each quote issued.
Recommend products for approved customer applications.
Follow up with written quotations in accordance with procedures.
Enter customer orders in accordance with proper procedures.
Review and process orders and quotation requests.
Process new customer applications and changes to existing customer account information.
Direct inside sales support for one or more assigned Sales Representatives.
Provide information for follow up with customers as necessary.
Foster understanding and resolve customer feedback.
Issue Return Good Authorizations and facilitate communication between customer, production, lab and management to provide timely resolution of all shared issues.
Expedite existing orders at customer’s request.
Proactively advise customers of problems with order as soon as information is received.
Verify manufacturing capabilities within the region and within the company.
Collaborate with production, lab, shipping, and sales departments to ensure customer satisfaction.
Act as a supportive bridge in communicating customer’s expectations to the rest of the organization.
Provide SDS sheets and proof of delivery when requested.
Facilitate processing and delivery of rush orders.
Communicate and coordinate orders with special customer requirements.
Partner with Sales Representatives on account development strategies
Identify opportunities for new customer products.
Understand and be able to explain the customer's application of products.
Follow up on all leads and customer requests as received.
Assist with special projects and reports as required.
Support the resolution of customer payments of all invoices according to billing terms.
Routinely review customer accounts to proactively bring account receivable issues to alignment.
Maintain customer profiles and product cross reference for all customers.
Ensure information is current and accurate.
Maintain a clean, organized and safe environment.
Complete all training activities successfully and on time.