Customer Service Representative

How will you CONTRIBUTE

and GROW?Position Title : Customer Service Representative

• Billerica or Hingham or Auburn or Saugus, MA
• Monday - Friday
• 1st Shift

The Customer Service Representative (CSR) provides individual 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 superior customer service through support to include sales, order entry, negotiation of 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 handle tools and other products / supplies.

Answers and responds to incoming telephone inquiries from our customers.

Facilitates sales taking customer orders and serving as the accountable party to Airgas customers.

Demonstrates full knowledge 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.

Ensures 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 resolves conflicts 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.

Are you a MATCH?

A high school diploma or equivalent.

Additional post high school education and / or training preferred.

Two years in a customer service and / or inside sales related role required.

Prior experience with SAP preferred.

Excellent customer service & communication skills. Demonstrates a clear and effective speaking manner for the purpose of explaining information to customers and employees and strong customer service skills.

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’s.

Ability to work well both as a team and independently.

Ability to set priorities and manage time in a dynamic work environment.

Detail-oriented.

Employee may be required to remain stationary for extended periods of time.

Employee may occasionally be required to traverse through office and / or manufacturing locations.

Employee will frequently be required to actively listen and exchange information.

Employee will be required to observe and assess information received via computer.

Requires frequent use of computer and telephone.

Extended periods of sitting and / or standing.

Occasional bending, stooping, crouching, reaching, grasping, feeling and repetitive motions.

Flexible to work overtime as needed.

Work environment is mainly an office setting with minimal exposure to loud noises or temperature changes.

Minimal to no travel.

Your differences enhance our performance

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

We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic.

We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.