Customer Service Representative

Airgas•Rancho Cordova, CA

6d•Onsite

About The Position

Airgas is hiring a Customer Service Representative in Rancho Cordova, CA. This role involves taking inbound calls to process and research customer orders using the SAP computer system, and potentially making outbound calls to track order progress. The representative may also route calls to other departments as needed. The position requires adherence to company policies, including safety and PPE usage, and meeting call coaching expectations. A key aspect of the role is developing solutions for complex issues before escalating, collaborating with sales representatives to address customer needs, and utilizing proactive sales techniques like upselling and cross-selling. The representative will share account knowledge with team members, maintain a positive and professional demeanor, and ensure customer inquiries are resolved through thorough follow-through and escalation when necessary. Responsibilities include editing and entering customer orders accurately, communicating with vendors, presenting new products, and reviewing open order reports to minimize customer impact. All employees are expected to perform reasonable work requests outside their specific duties.

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

Take inbound calls for processing and researching customer orders using the SAP computer system.
Make outbound calls to research the progress of an order.
Route calls to other departments if deemed necessary.
Process orders received by electronic means, email, telephone, or personally from customers or associates.
Adhere to company policies, including safety and the use of personal protective equipment.
Meet call coaching expectations.
Develop appropriate solutions before engaging leadership on complex issues.
Collaborate with assigned sales representatives to resolve customer needs and concerns.
Utilize proactive sales techniques (Radnor crossover, upselling/ cross-selling).
Share account knowledge with fellow team members.
Maintain a positive, enthusiastic, and professional demeanor on the phone.
Answer incoming telephone calls to provide desired service to internal and external customers.
Edit and enter customer orders efficiently and accurately, paying close attention to pricing and location.
Communicate effectively with internal and external resources such as product vendors via phone, email, and website.
Utilize product knowledge and vendor training to present new products to customers.
Work effectively in a team format to give the customer a positive experience.
Ensure that customer inquiries are brought to resolution through thorough follow-through.
Escalate issues to 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.
Perform any reasonable work request that falls within the qualifications but not specifically described.