eBusiness Customer Support Specialist

Airgas•Germantown, WI

19h•Onsite

About The Position

Airgas is hiring for a Customer Service Representative in Germantown, WI. This role involves processing website order transactions, expediting shipments and returns, resolving payment and invoice inquiries, and investigating order status and tracking issues. The specialist will respond to general customer service inquiries via email or telephone, process orders and returns accurately and timely, and be vigilant against fraudulent attempts. They will also vet new user registrations for fraud, process and input cases/leads through Salesforce, and handle orders through Shopify for the Airgas Outlet. Providing order status and tracking details, advising on shipping date revisions, and resolving customer complaints are key responsibilities. The role also includes researching product and application requests, identifying discontinued items, and offering alternatives. Complex issues should be escalated to a supervisor with a resolution plan. Maintaining reports for statistical information, managing workload, and representing Airgas professionally are also expected.

Requirements

Understanding of eBusiness/eCommerce.
Three years of Customer Service experience preferred.
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

Bachelor's degree preferred.
Experience working for a diversified distributor a plus.
Knowledge of SAP preferred.
Skilled with Google Kite platform is a plus

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.