Under the supervision of the Customer Service Manager, the Customer Service Specialist will take inbound calls for the purpose of processing and researching customer orders using our SAP computer system. This person will make outbound calls to proactively receive orders and research the progress of an order. Outbound calls for sales to potential customers. The representative may route calls to other departments if deemed necessary. The focus will be to use product knowledge, customer service tools, and acquired sales skills to effectively service each customer in a professional manner according to Airgas’ 3Cs policy; Connect, Consult, Confirm. The incumbent will use proper phone etiquette to connect with customers, consult with them on their needs and will confirm the request by summarizing the phone conversation.
ESSENTIAL DUTIES AND ACCOUNTABILITIES :
Working safely is an essential function of my position with Airgas.
Answer incoming telephone calls to provide desired service to internal and external customers.
Respond to incoming emails to provide desired service.
Maintain professional demeanor on the phone to exhibit the best impression of Airgas.
Enter customer orders in an efficient and accurate manner paying close attention to pricing and location to reduce the quantity of errors and returns.
Enter credits accurately and in a timely manner to reduce negative impact on customer.
Communicate effectively with internal and external resources such as product vendors, via phone, email, and website, to service customer needs in a timely fashion.
Work with internal customers (Outside Sales Representatives, branch and store personnel, as well as operations and distribution personnel, etc.) to improve the order- to-delivery process and make it seamless to the customer.
Work effectively in a team format that assists each other to give the customer a positive experience in having Airgas as its vendor.
Strive for and achieve individual calls, quotes, and orders goals on a regular basis.
Perform customer service duties to support internal and external customers such as but not limited to:
Answering questions about account balances, invoices, leases, etc.
Proactively calling customers to re-order prior to reaching a critical need for product
Communicate with the distribution department to ensure the on time delivery of products to customers
Review customers reorder history to proactively recommend products to order
Participate in special projects relating to pricing, inventory, sales to align the needs of the customer with the direction and policy of Airgas
Utilize product knowledge and vendor trainings to present new products to customers to increase their awareness of our market segments.
Ensures that customer inquiries are brought to resolution thorough follow through utilizing all resources available; escalates issues to Customer Service Manager as needed.
Attend monthly safety meetings
Participate in all recommended computer, sales, customer service, and product trainings as needed.
Review open order reports on a consistent basis to reduce the impact of unfulfilled orders on customers’ business needs.
Review daily AM SPR for unfulfilled orders
Communicate to customer and/or sales representative
Identify urgency of order and report to necessary departments
Communicate with the operations department customer’s urgent need
Precall customers on Recurring Order report and identify customer
Respond to emergency calls after hours for On Call Lead and communicate with operations department customer’s urgent need
Participate in warm phone sales to potentially new customers and obtaining leads for Sales Account Managers.
Other duties as may be assigned. This job description does not imply that these requirements are the exclusive standards of this position. Incumbents are expected to follow any other reasonable instructions and perform any other related duties, as may be required by their supervisor. Performance of this job in a safe manner and in keeping with established Airgas policies is a condition of employment.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position must be able to build effective relationships with all levels and roles in the organization
The successful candidate must demonstrate the leadership skills required to drive continuous improvement of processes.
If internal, must not have written disciplinary issues within last 6 months
If internal, must be in present position for at least (12) months to be eligible to apply.
Must be able to work occasional overtime, if necessary
Must have a willingness to sell
Must be able to work with a wide variety of people with different personalities and backgrounds
Strong interpersonal and organization skills
Professional appearance and demeanor is necessary. Non-professional appearance and behavior will not be tolerated
Must be able to operate in a drug-free workplace
EDUCATION and/or EXPERIENCE:
High school diploma or equivalent
Fluent English a must.
2 years customer service or inside sales experience desired
Previous experience entering and extracting information from a computer terminal to determine shipping, pricing, and other customer information is desired
Strong computer skill (MS Word, Excel) and experience with SAP and/or ERP systems a plus.
COMMUNICATION and/or CRITICAL THINKING SKILLS:
Strong organizational, team-building, and communication skills. The ability to work and navigate within a complex matrixed organization.
Able to demonstrate strong leadership skills and the ability to assume increasing responsibilities in a rapidly-changing environment.
Airgas Inc. - 20 months ago
Airgas, Inc. (NYSE: ARG), through its subsidiaries, is one of the nation’s leading suppliers of industrial, medical and specialty...