Customer Service Representative- Salisbury

Customer Service Representative
- Salisbury

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).

• Develop 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 a high sense of urgency.
• Contact customers by phone and/or through customer visits on/off site with strategic customers.
• Manage 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 and 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.
• Query customers to identify their needs and then define options/services that MTG can provide.
• Be knowledgeable of MTG’s functional organization, the business/markets served and their special needs and product types.
• Understand 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.
• Match the needs defined by customers, which could be unique by order, with the capabilities of MTG in the most constructive manner.
• Process 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 ongoing source of customer dissatisfaction.
• Provide timely notification to customers regarding changes in product availability, delivery promises or any other capability that was promised at the time order commitments are made.
• Have 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.
• Identify problematic situations that if not addressed would result in a “lost customer”, notify the right people or functions promptly to ensure customer satisfaction and then follow up to ensure resolution.
• Identify and communicate opportunities or trends based upon customer requests or comments that could lead to a new market or area for improvement for MTG.
• Make decisions within corporate policies and guidelines.
• Maintain ongoing self‑development regarding business management, market understanding, problem solving, conflict resolution, negotiation and 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
• Knowledge of invoicing and shipping procedures
• Knowledge of compliance and regulations as it relates to shipping/handling of MTG’s products

• Performs other…