Praxair, Inc. ST Customer Service - Lead in Cahokia, Illinois

Customer Service - Lead

Description

Praxair Distribution, Inc., a subsidiary of Praxair, Inc., a Fortune 300 company that supplies atmospheric, process, specialty gases, high-performance coatings, and related services & technologies is seeking a Customer Service - Lead for our Cahokia, IL location.

The Customer Service - Lead will supervise a small team of customer service representatives and will be responsible for performing customer service activities in a call center setting, correcting orders, processing customer orders and resolving customer product or service issues.

Customer Service - Lead

  • Train, mentor and answer questions for team members.

  • Perform daily job functions as needed to help team meet their service levels and goals.

  • Achieve productivity, quality and service level goals for department.

  • Interact with outside customers and other internal departments to resolve issues.

  • Assume lead role in acquiring/divesting work for the team.

  • Encourage and assist team with ideas and/or innovations to improve processes (Six Sigma).

  • Assist department manager with coverage due to employee absence.

  • Maintains ongoing relationship with regional customers and sales staff by answering incoming calls, correcting order issues, processing customer orders, and resolving customer product or service issues.

  • Processes sales orders and order changes and confirms shipment/delivery dates and cancellations.

  • Uses business software systems to retrieve customer information, verify inventory levels and process orders.

  • Verifies customer credit status and completes necessary paperwork to issue credits or debits.

  • Provides quotes and assistance to sales force and management within set parameters.

  • Suggests additional and/or alternative products and services to meet customer needs, following established pricing guidelines.

  • Provides customers with informational materials such as sales brochures, marketing flyers, etc.

  • Responsible for phone inquiries for service calls and part orders.

  • Builds and maintains effective working relationships with all internal PDI customers.

  • Performs at a high level to meet call center performance metrics.

  • Other duties as assigned.

Qualifications

  • High School diploma or equivalent required

  • Associate's Degree preferred

  • Minimum 18 months of Customer Service experience in the CEC

  • Industry experience strongly preferred, minimum of 5 years

  • Internal Praxair system experience preferred

  • Strong computer skills and efficiency in Word and Excel

  • Strong oral communication skills

  • Ability to work with others and communicate effectively

  • Ability to adapt to ongoing changes in responsibility, scope and work processes as call center environments grows and expands

  • Ability to multi-task in high-paced, call center work environment

  • Willingness to take ownership of customer inquiries to resolution

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

Job Operations

Primary Location Illinois-Cahokia

Schedule Full-time

Req ID: 18001045