Customer Service Representative

Customer Service Representative

Location: Grandville, MI - Retail shop

The Customer Service Representative (CSR) provides dedicated customer support services for all phases of the order fulfillment process to Airgas customers primarily over the telephone both locally and for remote locations in a region. The CSR promotes long-term customer relationships and provides excellent customer service through support to include sales, order entry, building alignment on pricing, master file maintenance, and problem resolution, expediting and product research with vendors and coordination with internal departments including field sales.

Maintains a high level of customer service by assisting customers via telephone, email, fax, or in person facilitating all phases of order fulfillment for industrial, medical and specialty gases as well as welding and safety equipment, power and hand tools and other products/supplies.

Answers and responds to incoming telephone inquiries from our customers.

Facilitates sales taking customer orders and serving as the trusted partner to Airgas customers.

Applies a strong working understanding of all order-entry, data research and other order entry/resolution necessary to service customers.

Data entry for sales and sales-related processes including new account set-up and maintenance of existing customer accounts.

Provides data entry and maintenance of customer contact pricing.

Supports that customer inquiries related to billing problems, cylinder balances, order status, time of delivery, etc., are promptly and courteously handled providing follow-up as necessary.

Provides research of products with vendors, including price and availability.

Provides research and builds alignment related to the order delivery cycle.

Researches and reviews customer account balances, invoices, and leases.

Interfaces with sales, customers, branches and other operating areas to provide timely and accurate communication regarding capabilities, delivery and various other operating requirements.

Interacts with other internal departments to coordinate deliveries and customer satisfaction.

Other duties/projects as may be assigned.

Required Qualifications

• High school diploma or equivalent.
• Two years in a customer service and/or inside sales related role.
• Excellent customer service & communication skills.
• Demonstrates a clear and effective speaking manner for the purpose of explaining information to customers and employees.
• Working knowledge of Microsoft Office Suite: Outlook, Word, Excel, and PowerPoint.
• Good problem solving and analytical skills.
• Math skills to include the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent.
• Ability to work well both as a team and independently.
• Ability to set priorities and guide time in a dynamic work environment.
• Detail-oriented.
• Capability to remain stationary for extended periods of time.
• Ability to occasionally traverse through office and/or manufacturing locations.
• Capability to actively listen and exchange information frequently.
• Ability to observe and assess information received via computer.
• Frequent use of computer and telephone.
• Capability for extended periods of sitting and/or standing.
• Occasional bending, stooping, crouching, reaching, grasping, feeling and repetitive motions.
• Flexible to work overtime as needed.

Preferred Qualifications

• Additional post high school education and/or training preferred.
• Prior experience with SAP preferred.