Customer Service Representative

Airgas•San Diego, CA

1d•Onsite

About The Position

Airgas is hiring a Customer Service Representative in San Diego, CA. This role is responsible for providing exceptional customer service to both internal and external customers. The representative will process orders for industrial, medical, and specialty gases, welding equipment, power and hand tools, and other products and supplies. They will also answer customer questions regarding product locations, pricing, and usage. The Customer Service Representative takes inbound calls to process and research customer orders using the SAP computer system and may make outbound calls to track order progress. They may also route calls to other departments as needed. Orders received electronically, via email, or telephone will be processed efficiently and accurately.

Requirements

High School Diploma or at least three years of experience or equivalent combination of experience and education.
At least [number not specified] 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 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.

Nice To Haves

Experience with SAP and/or ERP systems is a plus.

Responsibilities

Handle busy incoming orders and answer customer inquiries via phone and email.
Maintain a professional demeanor on the phone to exhibit the best impression of Airgas.
Edit and enter customer orders efficiently and accurately, paying close attention to pricing and location to reduce errors and returns.
Enter credits accurately and in a timely manner.
Communicate effectively with internal and external resources, such as product vendors, via phone, email, and website, to service customer needs promptly.
Work with internal customers (outside sales representatives, branch and store personnel, operations and distribution personnel) to improve the order-to-delivery process.
Utilize product knowledge and vendor training to present new products to customers.
Work effectively in a team format, assisting each other to provide customers with a positive experience.
Ensure customer inquiries are brought to resolution through follow-through and utilization of all available resources.
Escalate issues to the Customer Service Manager as needed.
Participate in all recommended computer, sales, customer service, and product training.
Review open order reports consistently to reduce the impact of unfulfilled orders on customers' business needs.
Adhere to company policies, including safety and the use of personal protective equipment.