Customer Service Representative- Salisbury

Western International Gas & Cylinders, Inc.; Salisbury, Northern (MD, KY); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Western International Gas & Cylinders, Inc. is seeking a Customer Service Representative in Salisbury to respond to customers and sales on orders, shipments and invoicing. The CSR collaborates with Sales, Marketing, Logistics and Technical Support to ensure outstanding service and order accuracy.

The role emphasizes data integrity, rapid responses, and proactive problem solving to maximize customer satisfaction and sales opportunities.

Qualifications

• Associates degree or Bachelor's degree in Business, Marketing or the Sciences.
• 3+ years of customer service experience, preferably in an industrial/technical environment.
• 7-9 years experience in Customer Service and/or 10+ years in related roles.

Responsibilities

• Develop customer relationships ensuring the best possible impression at first interface with order fulfillment.
• Manage orders from identification to delivery and invoicing completion.
• Capture and update customer data including name, account number, items, quantities, pricing, delivery needs, packaging, shipping and billing requirements.
• Query customers to identify needs and define MTG options/services to meet those needs.
• Be knowledgeable of MTG's structure, markets and product types and provide data in the system to ensure data integrity.
• Process credits/debits and returns promptly within policy to minimize impact on receivables.
• Notify customers of changes in product availability, delivery promises or capability statements.
• Identify and communicate opportunities or trends from customer requests that could lead to new markets.
• Make decisions within corporate policies and guidelines.
• Commit to self-development to improve soft skills and customer delight.

Skills

Interpersonal savvy

Time management

Problem solving

Customer focus

Negotiation

Organizing

Education

Associates

Bachelor's Degree

Job description

Customer Service Representative- Salisbury

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

EssentialFunctions

• Responsiblefor developing customer relationships ensuring that both new and existingcustomers have the best possible opinion of MTG at their first interfacewith the order fulfillment process by providing prompt, professional andfriendly service that communicates a sincere customer focus and with a highsense of urgency.
• Throughphone contact and/or
• Throughcustomer visits on/off site with strategic customers
• Responsiblefor managing orders from new or existing customers from the time a newcustomer is identified until the product has been delivered and invoicing iscompleted which includes:
• Capturingthen updating customer specific data – name, account number, itemnumbers/descriptions, quantities, pricing, special delivery needs, packaging/labeling,shipping and quality documentation requirements as well as billing needs peraccount or per order, as required.
• Queryingcustomer to identify their needs and then defining options/services, whichMTG can provide.
• Beingknowledgeable of MTG’s functional organization, the business/markets servedand their special needs and product types.
• Understandingthe workings of a complex, transaction –based enterprise computer system sothat customer/item specific data is entered and edited in a manner thatresults in the best possible data integrity.
• Matchingthe needs defined by customers, which could be unique by order, with thecapabilities of MTG in the most constructive manner.
• Processingcredits/debits and customer returns on a timely basis within definedpolicies and procedures to minimize impact on MTG’s receivables and toensure that customer adjustments are not an on-going source of customerdissatisfaction.
• Providingtimely notification to customer’s regarding changes in product availability,delivery promises or any other capability that was promised at the timeorder commitments are made.
• Havingthe broadest possible understanding of the impact of actions regardingcustomer relationship failures, shipping wrong product due to amisunderstanding or order entry error or not having a sense of urgency forcompleting returns/adjustments.
• Responsiblefor identifying problematic situations that if not addressed would result ina “lost customer”, notifying the right people or functions promptly toensure customer satisfaction and then following up to ensure resolution.
• Responsiblefor identifying and communicating opportunities or trends based uponcustomer requests or comments that could lead to a new market or area forimprovement for MTG.
• Responsiblefor making decisions within corporate policies and guidelines.
• Responsiblefor on-going self-development regarding business management, marketunderstanding, problem solving, conflict resolution, negotiation and to improve soft skills that determine the difference between minimallyacceptable service and “customer delight”.

CORE COMPETENCIES REQUIRED(Skills essential to job success):

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

CORE COMPETENCIES DESIRED(Skills that enhance job success):

Peer relationships, dealingwith 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
• Knowledge of invoicing andshipping procedures
• Knowledge of compliance andregulations as it relates to shipping/handling of MTG’s products

Requiredfor All Jobs

• Performs other duties as assigned
• Complies with all policies andstandards

QUALIFICATIONS

Education

EducationLevel

EducationDetails

Req/
Pref

Associates

Bachelor's Degree

B.S.in Business, Marketing or the Sciences

Preferred

WorkExperience

Experience

ExperienceDetails

Required/
Preferred

1-3 years

3 - 5 years

3plus years experience in Customer Service, preferably in an industrial/technicalenvironment

And/or

B.S.in Business, Marketing or the Sciences

7-9 years

10+ years

Knowledge,Skills and Abilities

Licensesand Certifications

Licenses/Certifications

Licenses/CertificationDetails

TimeFrame

Required/
Pref

PHYSICALDEMANDS/WORKING CONDITIONS

Physical Demands Category:

PhysicalDemands

A thorough completion of thissection is needed for compliance with legal standards such as the Americanswith Disabilities Act. The physical requirements described here arerepresentative of those that must be met by an employee to successfullyperform the essential functions of this job.

PhysicalDemand

N/A

Rarely

Occasionally

Frequently

Constantly

Weight

Stationary Position

X

Move/Traverse

X

Stationary Position/Seated

X

Transport/Lifting

X

Transport/Carrying

X

Exerting Force/Pushing

X

X

X

X

Position Self/Stooping

X

Position Self/Kneeling

X

Position Self/Crouching

X

Position Self/Crawling

X

Reaching

X

X

Grasping

X

Feeling

X

Communicate/Talking

X

Communicate/Hearing

X

Repetitive Motions

X

Coordination

X

TravelRequirements

BriefDescription

MentalDemands

Working Condition

N / A

Rarely

Occasionally

Frequently

Constantly

The Company is an Equal OpportunityEmployer that complies with the laws and regulations set forth underEEOC.. All qualified applicants willreceive consideration for employment without regard to race, color, religion,sex, sexual orientation, gender identity, national origin, disability orprotected veteran status. EOE AAM/F/VET/Disability