Customer Service Representative

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).

• 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".

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

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

• 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

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

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

• 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

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

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…