eBusiness Customer Support Specialist

Airgas • Germantown, WI

9d • Onsite

About The Position

Airgas is hiring for a Customer Service Representative in Germantown, WI! We are looking for you! Monday thru Friday, daytime hours. This role involves processing website order transactions, expediting shipments and returns, resolving payment and invoice inquiries, and investigating order status and tracking issues. You will respond to general customer service inquiries via email or telephone, process orders and returns accurately and timely, and be vigilant against fraudulent attempts. Vetting new user registrations for fraud and processing requests promptly is also a key responsibility. The role requires processing and inputting cases/leads through SalesForce for tracking purposes and processing orders through Shopify for the Airgas Outlet. You will provide order status and tracking details to customers, advise on shipping date revisions, and resolve customer complaints and issues in a timely manner. Researching product and application requests, identifying discontinued items, and proactively offering alternates are also part of the duties. Complex issues should be escalated to the supervisor with a plan of resolution. Maintaining reports for statistical information (daily, weekly, monthly) and managing, organizing, and prioritizing workload to maximize completion of daily responsibilities are essential. You will represent Airgas professionally and congenially in all communication aspects. All other position-related duties as assigned or requested will also be performed.

Requirements

• High School Diploma/ GED
• Strong customer focus and customer service orientation.
• Motivated, proactive individual who can work both independently and within a team.
• Excellent communication and organization skills required.
• Ability to work in a fast paced environment and multitask.

Nice To Haves

• Understanding of eBusiness/eCommerce.
• Three years of Customer Service experience preferred.
• Experience working for a diversified distributor a plus.
• Knowledge of SAP preferred.

Responsibilities

• Process website order transactions, expedite shipments and returns, resolve payment and invoice inquiries, investigate order status and tracking issues.
• Respond to general customer service inquiries received via email or telephone.
• Process orders and returns accurately and timely; keen awareness to fraudulent attempts on orders is necessary.
• Vet new user registrations for fraud and process requests in a timely manner.
• Process and input cases/leads through SalesForce for tracking purposes.
• Process orders through Shopify for Airgas Outlet
• Provide order status and tracking details to customers; advise customers of shipping date revisions.
• Resolve customer complaints and issues in a timely manner.
• Research product and application requests; identify discontinued items and proactively offer alternates.
• Engage supervisor with a plan of resolution on complex issues.
• Maintain reports for statistical information; daily, weekly, monthly.
• Manage, organize and prioritize workload to maximize completion of daily responsibilities.
• Represent Airgas in a professional, congenial manner in all aspects of communication.
• Perform all other position related duties as assigned or requested.

Benefits

• Medical, Dental, Vision, Life, AD&D, and Disability Insurance.
• 14-week paid child birth benefit
• 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