Customer Service Supervisor

Location:

ESSENTIAL DUTIES & RESPONSIBILITIES:

Responsible for managing the team's daily functions and productivity, including, but not limited to:

• Maintains a high level of customer service by assisting customers via telephone, email, fax, or in person facilitating all phases of order-fulfillment for industrial, medical and specialty gasses as well as welding and safety products/supplies.

• Answers and responds to incoming telephone inquiries from our customers. o Facilitates sales taking customer orders and serving as the accountable party to Airgas customers.

• Manages a staff of two or more associates and makes recommendations regarding performance and or suggests disciplinary actions.

• Demonstrates full knowledge of all order-entry, data research and other order entry/resolution necessary to service customers.

• Data entry for sales and sales-related processes including new account set-up and maintenance of existing customer accounts. o Provides data entry and maintenance of customer contact pricing.

• Ensures customer inquiries related to billing problems, cylinder balances, order status, time of delivery, etc., are promptly and courteously handled providing follow-up as necessary.

• Provides research of products with vendors, including price and availability.

• Provides research and resolves conflicts related to the order delivery cycle.

• Researches and reviews customer account balances, invoices, and leases.

• Interfaces with sales, customers, branches and other operating areas to provide timely and accurate communication regarding capabilities, delivery and various other operating requirements.

• Interacts with other internal departments to coordinate deliveries and customer satisfaction.

• Provides leadership, guidance and direction to the Customer Service Team

  • Develops and conducts training programs to new and existing employees, including onboarding of associates, as well as technical training.

  • Develops staff through goal-setting, evaluations, feedback, and on-going coaching to ensure activities are performed within department and Airgas policy. Rewards and disciplines employees as necessary.

  • Creates, measures and monitors performance, including monthly metrics and provides support/reporting to management, field associates and customers alike.

  • Implements actions to continuously improve productivity goals of the team; monitors and reports results

  • Provides a climate of motivation, communication, support and trust within the department and with cross-functional teams.

  • Communicate all new processes and procedures to the Customer Service Team.

  • Monitor CSR phone etiquette to both internal and external customers, ensuring Airgas CS2 Values are demonstrated.

• Promotes and maintains professional, service oriented relationships with internal and external customers.

• Works directly with end-user customers to ensure we are providing the highest level of service possible.

• Works internally across sister companies and national Accounts to provide problem resolution and efficiencies.

• Develops and maintains close working relationships with regional company personnel and other key Airgas stakeholders

• Works in partnership with other supervisors and managers regarding recommendations and implementation of process improvement opportunities and initiatives

• Special projects and other duties as assigned.

MINIMUM QUALIFICATIONS:

To perform this position successfully, an associate must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable associates with disabilities to perform the essential duties.

Required Education:

• Associates Degree in Management or Business or related field is strongly preferred. In lieu of degree requirement, consideration for up to 2 years of related experience as a team lead, supervisor or manager.

• Two to three years in a leadership role customer service and/or inside sales related role required.

Required Length & Type of Experience:

• Prior experience with SAP preferred

Knowledge, Skills & Abilities (KSA's):

• Excellent customer service and communication skills. Demonstrates a clear and effective speaking manner for the purpose of explaining information to customers and employees and strong customer service skills.

• A strong "customer service" mindset and the ability to use collaborative and non-adversarial approaches in achieving diverse goals. Ability to build positive relationships and strives to understand the customer's needs, internal and external.

• Strong organizational, team-building and people development skills. The ability to work and navigate within a complex matrixed organization.

• Excellent oral and written communication skills. Communication skills that ensure a smooth flow of information between self and others through clear speaking and writing, encouragement of open expression of ideas and effective listening.

• Ability to adjust communication method based on either customer situation or the receiver of the communication (i.e. executive management, field, internal team, customer, etc.)

• Strong organizational skills with ability to independently adjust and manage multiple priorities with thoroughness and accuracy.

• A positive, process-improvement focused approach and willingness to learn coupled with the ability to work in a team environment.

• Working knowledge of Microsoft Office Suite: Outlook, Word, Excel and PowerPoint.

• Working knowledge of Google products: Kite, Sheets, Docs and Slides.

• Good problem solving and analytical skills.

• Math skills to include the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; Ability to compute rate, ratio, and percent's.

• Ability to work well both as a team and independently.

• Ability to set priorities and manage time in a dynamic work environment.

• Detail-oriented.

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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, vacation, sick time, floating holidays, and paid holidays for full-time employees.

We provide a progressive parental leave package for our eligible Airgas parents, offering generous paid time off for the birth or placement of children, including 14 weeks of paid child birth benefit for birth mothers on leave, as well as paid parental leave benefits for other associates.

Additionally, we offer our employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for employees' dependents, and an Airgas Scholarship Program for dependent children.

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Your differences enhance our performance

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 welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.

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Equal Employment Opportunity Information

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Please click here to view the EEO Know Your Rights poster and here to view the Pay Transparency Nondiscrimination poster. Airgas, an Air Liquide Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan or Policy Statement. This plan or policy statement is available for inspection upon request.

Airgas, an Air Liquide Company and its group of companies does not discriminate against qualified applicants with disabilities and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at us-accommodationrequest@airgas.com.

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