Customer Service Representative

Customer Service Representative

Location: Rancho Cordova, CA (Regional Office) - Cust. installations

The Customer Service Representative takes inbound calls for processing and researching customer orders using our SAP computer system. This person could make outbound calls to research the progress of an order. The representative may route calls to other departments if deemed necessary. Processes orders received by electronic means, email, telephone, or personally from customers or associates by performing the following duties.

• Responsible for adherence to company policies, including safety and the use of personal protective equipment.
• Meet call coaching expectations outlined in the "Call Coaching Guidelines."
• Make a strong effort to develop appropriate solutions before engaging leadership on complex issues
• Collaborate with assigned sales representatives to resolve customer needs and concerns
• Utilize proactive sales techniques when appropriate (Radnor crossover, upselling/ cross-selling)
• Share account knowledge with fellow team members to ensure customer needs are met
• Maintain a positive, enthusiastic approach at all times. Maintains a professional demeanor on the phone to exhibit the best impression of Airgas.
• Follow Airgas and department policies and procedures
• Answer incoming telephone calls to provide desired service to internal and external customer
• Edits and enters customer orders efficiently and accurately, paying close attention to pricing and location to reduce the quantity of errors and returns.
• Communicates effectively with internal and external resources such as product vendors via phone, email, and website to service customer needs in a timely fashion.
• Utilizes product knowledge and vendor training to present new products to customers to increase their awareness of our market segments.
• Works effectively in a team format that assists each other to give the customer a positive experience in having Airgas as its vendor.
• Ensures that customer inquiries are brought to resolution through thorough follow-through utilizing all resources available; escalates issues to Customer Service Manager as needed.
• Participate in all recommended computer, sales, customer service, and product training as needed.
• Review open order reports consistently to reduce the impact of unfulfilled orders on customers' business needs.
• All employees are expected to perform any reasonable work request that falls within the qualifications but not specifically described.

Required Qualifications:

• High School Diploma preferred or at least three years' experience or equivalent combination of experience and education.
• Must be able to operate in a drug-free workplace.

Preferred Qualifications

• At least two years customer service and inside sales experience in similar industry is desired.
• Strong computer skill (Google Suite) and experience with SAP and/or ERP systems is desired.
• Excellent communication and organization skills
• Ability to multitask and manage multiple priorities under time constraints
• Motivated, proactive individual who can work both independently and within a team
• Knowledge of safety, gas, and welding products preferred
• SAP Knowledge preferred
• Must be able to work with a wide variety of people with different personalities and backgrounds
• Strong interpersonal and organization skills. Must be able to build effective relationships with all levels and roles in the organization
• Strong organizational, team-building, and communication skills. The ability to work and navigate within a complex matrixed organization.

Benefits

We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, short-term and long-term disability, life and accidental death and dismemberment (AD&D) insurance, Employee Assistance Program (EAP), pre-tax commuter transportation benefit, parental leave, vacation, sick time, floating holidays, jury duty and funeral/bereavement leave, and paid holidays for all eligible full-time employees.

Additionally, we offer our eligible employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for eligible employees' dependents, and an Airgas Scholarship Program for dependent children.

Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility.

Your Differences Enhance Our Performance

At Airgas, we are committed to building a workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

About Airgas

Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions.

Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients.

Equal Employment Opportunity Information

We are an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.