Accounts Receivable, Billing, Business Development, Computer Systems, Conflict Resolution, Corporate Policies, Credit Processing, Customer Relations, Customer Satisfaction, Customer Support/Service, Data Quality, Enterprise Computing, Interpersonal Skills, Logistics, Marketing, Needs Assessment, Negotiation Skills, Order Management, Order Processing, Order/Customer Fulfillment, Policy Development, Pricing, Problem Solving Skills, Procedure Development, Product Management, Product Pricing, Product Shipments, Regulatory Compliance, Resolve Customer Issues, Revenue Growth, Sales, Sales Management, Sales Prospecting, Shipping Documents, Special Needs, Technical Support, Time Management
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).
Essential Functions
- 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 a "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".
CORE COMPETENCIES REQUIRED (Skills essential to job success):
Interpersonal savvy, functional and technical skills, organizing, time management, problem solving, customer focus, negotiating and timely decision making.
CORE COMPETENCIES DESIRED (Skills that enhance job success):
Peer relationships, dealing with 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
Computer skills
Knowledge of invoicing and shipping procedures
Knowledge of compliance and regulations as it relates to shipping/handling of MTG's products
Required for All Jobs
- Performs other duties as assigned
- Complies with all policies and standards