Customer Service Representative II/IIIRequisition Number: 939
Job Title: Customer Service Representative II/III
Area of Interest: Customer Service
Country: U.S.
City: Plumsteadville
State / Province: Pennsylvania
Job Description:
Job Responsibilities:
-Customer Order Processing / Customer Service:
•Ensure compliance with administrative portions of Cylinder Operations Code of Service
•Receive and process customer orders for cylinder gas products via phone, fax, email, EDI and/or e-commerce
•Enter orders to system in a timely and accurate manner, in advance of established order cutoff time
•Communicate with Fill Plant Managers and Cylinder Dispatchers in the event of late or unscheduled orders.
•Reinforce order cutoff time with customers, and advise sales representatives in the event of consistent non-compliance by any customer(s).
•Obtain Fill Plant Manager's approval prior to committing delivery of late orders to customers.
•Identify customers' special delivery requirements on individual orders. Initiate set-up of recurring delivery requirements on customers' accounts.
•Take responsibility for service to assigned accounts, and understand requirements of major customers
•Receive and resolve customer complaints promptly, in accordance with local or regional processes.
•Review cylinder short sheets each morning, and advise customers of shorts and/or missed orders in advance of delivery.
•Communicate resolution plan for shorts or missed deliveries to Fill Plant Managers and Cylinder Dispatchers.
•Act as liaison between customer and operations teams to ensure satisfactory resolution whenever possible.
•Notify sales representatives immediately if a customer's expectations cannot be met.
•Identify cylinder gas line items at List pricing at order entry, and ensure resolution prior to billing
•Enter cylinder delivery and return information to system promptly and accurately, (where assigned billing responsibility)
•Investigate and resolve negative cylinder balances when created at order confirmation
•Process back-orders in accordance with customers' requirements.
•Ensure customer special invoice handling requirements are fulfilled, where applicable
•Participate in kick-off meetings for new customer accounts / requirements
Distributor Inquiries:
•Provide verbal quotations of Distributor Target pricing upon order and/or request
•NOTE: For distributors with ALNET/TM Transfill Agreements, refer to Distributor Sales Manager
•Refer requests for customer-specific pricing on standard products to Distributor Sales Manager
•Refer requests for pricing to Inside Sales Specialist or Quote Specialist.
Cylinder Desk Audits:
•Perform assigned cylinder desk audits, and document in accordance with cylinder audit policies
•Initiate cylinder desk audits in response to customer cylinder disputes, and report results in standard format
•Prepare cylinder balance adjustment request forms to correct transactional errors discovered during desk audits, and forward to Sales Associate to initiate approval and system entry process.
General:
•Meet or exceed company's safety standards, and actively promote safety in the workplace
•Attend minimum of four (4) safety meetings per year
•Comply with all safety, sales and administrative policies and procedures
•Meet own individualized training requirements
•Meet or exceed customer satisfaction goals at local / regional level
•Ensure compliance with FDA requirements, where applicable
General Requirements:
•Excellent verbal and written communication skills
•Maintain confidentiality regarding business issues
•Knowledge of Microsoft Outlook, Word and Excel required
•Minimum 40 wpm typing
•High School Diploma or GED required
•College Degree or college course work is a plus, equivalent experience is a plus
•Ability to stand or sit for extended periods of time
•Lifting / carrying up to 10 lbs. occasionally, or a negligible amount frequently
PLEASE NOTE: Air Liquide will not accept resumes from third party vendors. Any resumes received from an agency through this website will be considered free of any fees or changes.
We are an equal opportunity employer. Everyone will be considered for employment, promotions, transfers, and other conditions of employment without regard to race, color, religion, sex, national origin, physical or mental disabilities, age, Vietnam era veteran status, disabled veteran status, separated veterans, Armed Forces service medal veterans, other protected veterans, marital status, sexual orientation, political affiliation, or any other basis prohibited by state or federal law.
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