Customer Services Representative

Customer Services Representative (Open)

Location: Oklahoma City, OK (Branch) - Retail shop

How Will You Contribute and Grow?

This role serves as a vital contributor to the customer-experience mission by providing proactive account management and churn prevention. The Customer Service Representative handles interactions for key strategic partnerships, orchestrating daily operational requirements to free up capacity for the local salesforce. By acting as the primary cross-functional liaison, this professional continually reviews and drives best practices for cost savings, efficiency, and seamless customer experiences.

• Account Management and Retention:
  • Proactively identifies accounts showing signs of dissatisfaction, reduced engagement, or service issues, and coordinates corrective actions before business is lost.
  • Executes a strategic strategy with Sales and Operations to strengthen relationships while ensuring operational execution meets high expectations.
  • Conducts outbound customer contacts specifically focused on account health, unresolved concerns, and identifying high-margin product opportunities.
  • Maintains visibility on at-risk customers, documenting concerns and following through until issues are completely resolved.
• Operational Excellence and Analytics:
  • Takes ownership of initiatives designed to improve the Customer Effort Score (CES) by identifying recurring pain points and eliminating friction.
  • Analyzes purchasing habits and account activity to find areas for improved profitability and operational efficiencies for both the company and the customer.
  • Conducts proactive account reviews to clean up pricing discrepancies, delivery issues, and account-data inaccuracies.
  • Tracks retention results, saves, recurring service issues, and CES trends to demonstrate measurable impact.
• Cross-Functional Leadership:
  • Serves as the Voice of the Customer by identifying feedback trends and communicating systemic issues to Sales, Operations, and leadership.
  • Coordinates directly with production, distribution, and sales teams to seamlessly prepare for new customer requirements.
  • Champions a safety-first culture and utilizes the 3C's to act as a premier Brand Ambassador.
• Omnichannel & Sales Support:
  • Leverages e-business platforms (Airgas.com) and multi-channel touchpoints to streamline order cycles and expand account engagement.
  • Supports outside sales force in servicing and obtaining new business, while assisting sales managers in planning to meet departmental sales goals.
  • Updates sales force on market and sales opportunities and maintains upgraded industry product knowledge on an ongoing basis.

Are You a Match?

REQUIRED EDUCATION & QUALIFICATIONS

• Licensure & General Requirements: Must possess and maintain an active Class D driver's license; reliable transportation required. Must be able to operate in a drug-free workplace with pre-employment and random drug testing.
• Communication: Bilingual (English/Spanish) fluency preferred.
• Education & Background: High school diploma or equivalent required; Bachelor's degree in Business Administration, Marketing, Supply Chain Management, or a related discipline, or relevant professional certification (e.g., CCXP), preferred.
• Minimum of 3 to 5+ years of progressive experience in Customer Experience (CX), Voice of Customer (VoC) strategy, strategic account management, or customer service within industrial gases, welding supplies, or B2B industrial environments.
• Advanced proficiency in ERP platforms (e.g., SAP), CRM systems, and enterprise data analytics software to extract customer intelligence and forecast retention trends.
• Strong financial acumen with experience analyzing pricing structures, margins, and account profitability to support churn-prevention strategies.
• Proficiency with spreadsheet and document platforms (Excel, Google Sheets/Docs/Slides) and fundamental mathematical/financial skills for calculating discounts, percentages, and margins.

ESSENTIALS - Be Act Engage

• Critical Thinking: The ability to look at a list of prospects and ask, "Why would this specific company need our product right now?"
• Curiosity & Learning Agility: A genuine interest in the company's product line and the drive to quickly learn technical "salable features."
• Customer Oriented: Ability to take care of the customers' needs while following company procedures.
• Initiative: Ability to make decisions or take actions to solve a problem or reach a goal.
• Safety Awareness: Ability to identify and correct conditions that affect employee safety.
• Time Management: Ability to utilize the available time to organize and complete work within given deadlines.

OTHER COMPETENCIES

• Strong verbal and written communication skills.
• Good analytical skills; competency for understanding metrics and ability to present and communicate to management.
• Self-starter, self-motivated, independent, well-organized, attention to detail.
• Team player with positive attitude; strong collaborative skills; ability to influence without having direct authority.
• Ability to read and comprehend material safety data sheets.
• Must be able to work with a wide variety of people with different personalities and backgrounds.
• Ability to read, speak, write, spell and understand the English language.

WORKING CONDITIONS

• Travel expectations of 20% within the region.

PHYSICAL REQUIREMENTS

• The noise level in the work environment is usually moderate.
• Job requires visitation to various Airgas and customer sites, which have varying environments/conditions, layouts, and accessibility