The primary responsibility for this position will be to provide customer support for certain website generated activities and respond to inquiries via the telephone and email. This role is responsible for providing superior customer service support and exceeding the expectations of customers incorporating professional verbal and written communications, prompt resolution of all customer issues, and proactively follow up.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Process website order transactions, expedite shipments and returns, resolve payment and invoice inquiries, investigate order status and tracking issues.
- Respond to general customer service inquiries received via email or telephone.
- Process orders and returns accurately and timely; keen awareness to fraudulent attempts on orders is necessary.
- Vet new user registrations for fraud and process requests in a timely manner.
- Process and input cases/leads through Salesforce for tracking purposes.
- Process orders through Shopify for Airgas Outlet
- Provide order status and tracking details to customers; advise customers of shipping date revisions.
- Resolve customer complaints and issues in a timely manner.
- Research product and application requests; identify discontinued items and proactively offer alternates.
- Engage supervisor with a plan of resolution on complex issues.
- Maintain reports for statistical information; daily, weekly, monthly.
- Manage, organize and prioritize workload to maximize completion of daily responsibilities.
- Represent Airgas in a professional, congenial manner in all aspects of communication.
- Perform all other position related duties as assigned or requested.
EDUCATION AND EXPERIENCE:
- High School Diploma / GED
- Understanding of eBusiness/eCommerce.
- Three years of Customer Service experience preferred.
- Experience working for a diversified distributor a plus.
- Strong customer focus and customer service orientation.
- Knowledge of SAP preferred.
- Motivated, proactive individual who can work both independently and within a team.
- Skilled with Google Kite platform is a plus
- Excellent communication and organization skills required.
- Ability to work in a fast paced environment and multitask.