Processing & Support Representative

Job Description

iGas USA is seeking a highly organized, customer-focused Processing & Support Representative to join our growing team. This position plays a critical role in supporting our customers, sales organization, and internal operations by managing the complete order lifecycle, resolving customer issues, coordinating cross-functional activities, and ensuring an exceptional customer experience. The ideal candidate is proactive, detail-oriented, thrives in a fast-paced environment, and enjoys solving problems while building strong relationships with customers and internal teams.

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Key Responsibilities:

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Order Management & Sales Support

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• Manage the complete order lifecycle from purchase order review through shipment and delivery.
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• Review purchase orders for accuracy and validate pricing before order processing.
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• Investigate and resolve order discrepancies, shortages, shipping issues, and incorrect deliveries.
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• Identify pricing inconsistencies and place orders on hold until corrections are made to prevent fulfillment errors.
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• Coordinate with all departments to ensure efficient order fulfillment.
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Customer Account Administration

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• Process Sales Return Orders (SROs), including return eligibility review, documentation, and coordination with internal departments.
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• Support reclaim program customers by responding to inquiries, coordinating service requests, and managing account communications.
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• Assist with new customer onboarding by distributing and collecting required account documentation, including credit applications, W-9s, and account setup forms.
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• Coordinate with the credit department to activate new customer accounts.
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Customer Service & Account Support

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• Serve as a primary point of contact for customer inquiries regarding orders, shipments, product information, and delivery.
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• Provide timely updates on order status, shipment tracking, and delivery schedules.
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• Deliver exceptional post-sale support to ensure customer satisfaction and long-term relationships.
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• Support customers with product documentation and information to assist purchasing decisions.
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• Manage inbound customer service and sales communications while ensuring prompt response and issue resolution.
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• Serve as the in-office support contact for traveling sales representatives by assisting customers with pricing, order status, documentation, and account support.
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Cross-Functional Collaboration

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• Serve as an escalation point for complex customer and order-related issues.
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• Coordinate resolutions across sales, logistics, warehouse, operations, credit, and transportation teams.
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• Maintain accurate customer records and documentation within the ERP/CRM system.
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• Build strong working relationships across departments to ensure seamless customer support.
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Qualifications

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Required

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• 3+ years of experience in customer service, customer support, inside sales support, order management, or account coordination.
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• Strong organizational skills with exceptional attention to detail.
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• Excellent written and verbal communication skills.
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• Ability to manage multiple priorities in a fast-paced environment.
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• Strong problem-solving and customer conflict resolution skills.
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• Proficiency with Microsoft Office, including Excel, Outlook, and Word.
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• Experience working within ERP or CRM systems.
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Preferred

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• Experience using Microsoft Business Central or an ERP system.
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• Experience using Salesforce or a CRM platform.
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• Experience supporting B2B customers in manufacturing, distribution, industrial, or wholesale environments.
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• Knowledge of shipping, logistics, or supply chain operations.
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What We're Looking For

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We're looking for someone who is dependable, customer-focused, and takes pride in delivering outstanding service. The successful candidate enjoys working collaboratively, communicating with customers, solving problems, and helping the organization operate efficiently while supporting company growth.

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If you thrive in a dynamic environment where every day brings new opportunities to help customers and support a growing business, we'd love to hear from you.