eBusiness Customer Support Specialist

Airgas•Germantown, WI

15d•Onsite

About The Position

At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world. Airgas is Hiring for an eBusiness Customer Support Specialist position in Germantown, WI! At Airgas, we RESPECT, HONOR and VALUE diversity. We are looking for you! 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 also respond to general customer service inquiries via email or telephone, process orders and returns accurately and timely, and be vigilant against fraudulent attempts on orders. Vetting new user registrations for fraud and processing requests in a timely manner is also a key responsibility. Additionally, you will process and input cases/leads through SalesForce for tracking purposes and process orders through Shopify for the Airgas Outlet. Providing order status and tracking details to customers, advising on shipping date revisions, and resolving customer complaints and issues promptly are essential. You will also research product and application requests, identify discontinued items and offer alternates, and engage your supervisor with a plan of resolution on complex issues. Maintaining reports for statistical information and managing, organizing, and prioritizing workload to maximize completion of daily responsibilities are also part of the role. You will represent Airgas in a professional, congenial manner in all aspects of communication and perform all other position-related duties as assigned or requested.

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.