Customer Service Order Management Specialist

5 days ago


Largo, Florida, United States Airgas Full time

Job Overview - Customer Service Order Management Specialist

Position Summary

The Customer Service Order Management Specialist plays a crucial role in addressing both internal and external customer inquiries, issues, and concerns. This position is dedicated to ensuring that customer requirements are met with prompt and effective service.

Key Responsibilities

  1. Review and resolve assigned customer inquiries and issues.
  2. Maintain mandatory coverage of service queues.
  3. Process cancellations and manage rejections.
  4. Support customer requests effectively.
  5. Manage departmental email communications.
  6. Act as a liaison between Customer Service and Key Accounts.
  7. Collaborate with internal associates across various departments.
  8. Assist with overflow calls and urgent delivery requests.
  9. Handle non-strategic return label requests.
  10. Manage Field Ticket Orders (FTOs).
  11. Assist with escalated customer concerns.

Qualifications

To excel in this role, candidates should demonstrate a sense of urgency in addressing customer needs. The following qualifications are essential:

  • Strong organizational and interpersonal skills.
  • Accountability and responsibility for actions, ensuring tasks are completed with attention to detail.
  • Professional demeanor in all communications, both in-person and over the phone.
  • Positive attitude, fostering a friendly and approachable environment.
  • Proactive problem-solving skills, anticipating issues before they arise.
  • Timely responsiveness to internal and external customer needs.
  • Willingness to take initiative and go above and beyond in task completion.
  • Commitment to the company's best interests.
  • Leadership qualities, mentoring peers and new team members in customer service excellence.
  • Empathy and compassion towards team members and customers.

Education and Experience

A high school diploma or equivalent is required. Experience with SAP is preferred. Candidates should possess strong attention to detail and the ability to prioritize tasks effectively in a fast-paced environment.

Physical Requirements

The role requires the ability to communicate effectively, utilize hands for various tasks, and maintain visual acuity for close and distant tasks.

Equal Opportunity Employer

We are committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status, or disability.



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