eBusiness Customer Support Specialist

R10084301 eBusiness Customer Support Specialist (Open)

Location:

Germantown, WI (LLC Support) - Warehouse

How will you CONTRIBUTE and GROW?

Airgas is Hiring for a Customer Service Specialist in Germantown, WI!

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 are looking for you!

Recruiter:  Matt McCain / matt.mccain@airgas.com /  470-234-2065

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.

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Are you a MATCH?

EDUCATION AND EXPERIENCE:

• Bachelor's degree preferred.

• 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.

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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.

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Your DIFFERENCES enhance our PERFORMANCE

At Airgas, we ar