Customer Service Associate

Customer Service Associate

Family-owned and operated since 1970, we are an industry-leading gas distributor founded on unparalleled customer service. Our industrial, medical, food, and specialty gas products support a variety of industries that work daily to improve the world we live in, and our ongoing commitment to serve spans the southwestern United States with locations across California and Arizona. Discover the most interesting industry you've never heard of!

Position Overview

The Customer Service Associate is responsible for providing effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provides timely and accurate information to incoming customer order status and product knowledge requests
• Processes customer orders/changes/returns according to established department policies and procedures
• Works closely with the credit department to resolve disputed credit items
• Provides timely feedback to the company regarding service failures or customer concerns
• Partners with the sales team to meet and exceed customer's service expectations
• Assist with both industrial, lab and specialty gas customers
• Respond to intern/external customer's emails within an hour
• Partner with Warehouse to coordinate Will-Call orders
• Partner with Dispatch to coordinate deliveries
• Follows all safety policies and procedures including use of safety equipment (PPE) and equipment safeguards
• Performs other duties as assigned

Requirements

• An Associate's degree with three years of administrative, clerical, and customer service experience
• Previous knowledge in industrial gas services and data entry is not necessary but desired
• A demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Ability to effectively organize, prioritize, multi-task and manage time
• Microsoft Outlook, Excel and Word experience
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment

Supervisory Responsibility

This position has no supervisory responsibilities

Physical Demands

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.

While performing the duties of this job, the employee is regularly required to sit, stand, talk, hear, and use hands and fingers to operate a computer and telephone, keyboard reach, stoop and kneel. Light to moderate lifting is required. Specific vision abilities required by this job include close vision requirements due to computer work.

Travel

No travel is expected for this position

Position Type and Expected Hours of Work

This is a full-time, non-exempt, and on-site position. Typical days and hours of work are Monday through Friday, and range from 7:00 a.m. to 5:00 p.m.

Compensation and Benefits

• Individual and company performance-based quarterly bonuses as outlined in our plan documents
• Annual performance-based merits
• Comprehensive benefits package:
  • Medical, dental, vision, life and disability insurance
  • Health Savings Account (HSA) and Flexible Spending Account (FSA)
  • Voluntary accident coverage, hospitalization plans, Employee Assistance Programs (EAP's), Wellness platform access
  • 401(k) + company match
• 7 company paid holidays
• 3 weeks of paid time off (PTO) earned on an accrual basis
• Professional development opportunities and ongoing training
• Healthy work/life balance and a collaborative and inclusive company culture

The compensation range reflects WestAir's good-faith estimate for the base compensation expected at the time of posting. Compensation offered will be determined by the job-related factors, including skills, experience, qualifications, education, and geographic location.

This job description is not intended to be all-inclusive. An employee may perform other related duties as negotiated to meet the organization's ongoing needs.

WestAir Gases and Equipment, Inc. is an Equal Opportunity Employer.