Customer Service Representative

Matheson Tri-Gas; Manassas Park (VA); On-site; USD 30,000 - 34,000; Full time

Job summary

Matheson Tri-Gas in Manassas Park, VA seeks a Customer Service Representative to support existing and prospective customers with order processing, pricing, and product information. The CSR collaborates with Sales, Marketing, Logistics and Technical Support to ensure accurate invoicing and timely delivery.

You will manage customer data, respond quickly to inquiries, and use MTG systems to maintain data integrity, while striving to increase product sales and customer satisfaction.

Qualifications

• Associates degree or higher is preferred.
• Bachelor's degree in Business, Marketing or the Sciences is preferred.
• 1–3 years of customer service experience in an industrial/technical environment is desirable.
• 3–5 years of relevant experience, including domain knowledge in MTG products.

Responsibilities

• Develop customer relationships and provide prompt, professional service.
• Manage orders from identification to delivery and invoicing.
• Capture and update customer data including pricing and delivery needs.
• Query customers to identify needs and define MTG options.
• Ensure data integrity by accurate data entry in the enterprise system.
• Process credits/debits and returns to minimize receivables impact.
• Notify customers of changes in product availability or delivery promises.
• Identify and address potential customer satisfaction issues promptly.
• Identify opportunities or trends to improve MTG offerings.
• Make decisions within corporate policies and guidelines.
• Pursue self-development to improve soft skills for better service.

Skills

Excel

Word

Visio

Power Point

Adobe

Outlook

Webex

TIMS

Education

Associates

Bachelor's Degree

Job description

JOB SUMMARY

The Customer Service Representative
(CSR) responds to existing and prospective customers and sales concerning
accepting, shipping and delivery of Matheson Tri-Gas (MTG) products and
services and ensures that orders are properly invoiced. Additionally, the CSR
is responsible for managing requests for products, price and technical
information. The job incumbent selects and utilizes the resources necessary
to provide superior customer service and to take advantage of opportunities
to increase product sales. This individual works closely with Sales,
Marketing, Logistics and Technical Support to ensure that the customer
service provided meets the performance expectations of the divisions
(businesses/markets).

ESSENTIAL FUNCTIONS

• Responsible
  for developing customer relationships ensuring that both new and existing
  customers have the best possible opinion of MTG at their first interface
  with the order fulfillment process by providing prompt, professional and
  friendly service that communicates a sincere customer focus and with a high
  sense of urgency.
• Through
  phone contact and/or
• Through
  customer visits on/off site with strategic customers
• Responsible
  for managing orders from new or existing customers from the time a new
  customer is identified until the product has been delivered and invoicing is
  completed which includes:
• Capturing
  then updating customer specific data - name, account number, item
  numbers/descriptions, quantities, pricing, special delivery needs, packaging/labeling,
  shipping and quality documentation requirements as well as billing needs per
  account or per order, as required.
• Querying
  customer to identify their needs and then defining options/services, which
  MTG can provide.
• Being
  knowledgeable of MTG's functional organization, the business/markets served
  and their special needs and product types.
• Understanding
  the workings of a complex, transaction -based enterprise computer system so
  that customer/item specific data is entered and edited in a manner that
  results in the best possible data integrity.
• Matching
  the needs defined by customers, which could be unique by order, with the
  capabilities of MTG in the most constructive manner.
• Processing
  credits/debits and customer returns on a timely basis within defined policies and procedures to minimize impact on MTG's receivables and to ensure that customer adjustments are not an on-going source of customer dissatisfaction.
• Providing
  timely notification to customer's regarding changes in product availability,
  delivery promises or any other capability that was promised at the time order commitments are made.
• Having
  the broadest possible understanding of the impact of actions regarding customer relationship failures, shipping wrong product due to a misunderstanding or order entry error or not having a sense of urgency for completing returns/adjustments.
• Responsible
  for identifying problematic situations that if not addressed would result in "lost customer", notifying the right people or functions promptly to ensure customer satisfaction and then following up to ensure resolution.
• Responsible
  for identifying and communicating opportunities or trends based upon customer requests or comments that could lead to a new market or area for improvement for MTG.
• Responsible
  for making decisions within corporate policies and guidelines.
• Responsible
  for on-going self-development regarding business management, market understanding, problem solving, conflict resolution, negotiation and to improve soft skills that determine the difference between minimally acceptable service and "customer delight".

CORE COMPETENCIES REQUIRED (Skills essential to job success):

• Interpersonal savvy,
  functional and technical skills, organizing, time management, problem solving, customer focus, negotiating and timely decision making.

CORE COMPETENCIES DESIRED (Skills that enhance job success):

• Peer relationships, dealing
  with ambiguity, composure, integrity and trust.

TECHNICAL KNOWLEDGE:

• Knowledge of MTG's business
• Knowledge of MTG's functional areas
• Knowledge of MTG's products
• Knowledge of MTG's transaction systems
• Telephone Communications
• Computer skills
• Knowledge of invoicing and
  shipping procedures
• Knowledge of compliance and
  regulations as it relates to shipping/handling of MTG's products

REQUIRED FOR ALL JOBS

• Performs other duties as assigned
• Complies with all policies and
  standards

QUALIFICATIONS

EDUCATION

• Associates
• Bachelor's Degree
  B.S. in Business, Marketing or the Sciences
  Preferred

WORK EXPERIENCE

• 1-3 years
• 3-5 years
  3 plus years experience in Customer Service, preferably in an industrial/technical environment
  And/or B.S. in Business, Marketing or the Sciences
• 7-9 years
• 10+ years

KNOWLEDGE, SKILLS AND ABILITIES

• Excel, Word, Visio, Power Point, Adobe, Outlook, Webex, TIMS a plus

PHYSICAL DEMANDS/WORKING CONDITIONS

Physical Demands Category:

• Stationary Position
  X
• Move/Traverse
  X
• Stationary Position/Seated
  X
• Transport/Lifting
  X
• Transport/Carrying
  X
• Exerting Force/Pushing
  X
• Exerting Force/Pulling
  X
• Ascend/Descend
  X
• Balancing
  X
• Position Self/Stooping
  X
• Position Self/Kneeling
  X
• Position Self/Crouching
  X
• Position Self/Crawling
  X
• Reaching
  X
• Handling
  X
• Grasping
  X
• Feeling
  X
• Communicate/Talking
  X
• Communicate/Hearing
  X
• Repetitive Motions
  X
• Coordination
  X

The Company is an Equal Opportunity
Employer that complies with the laws and regulations set forth under EEOC.. All qualified applicants will
receive consideration for employment without regard to race, color, religion,
sex, sexual orientation, gender identity, national origin, disability or protected veteran status. EOE AA
M/F/VET/Disability

Salary Range is $22.00 to $25.00