Customer Service Rep

The role of CSR (Order Entry) Stoke is housed within our busy Customer Service department, and reports to the Customer Services Manager for EMEA. The Stoke order processing team is responsible for inputting orders into our ERP (SAGE) with speed, attention to detail and accuracy. The Stoke location can have loading demand in excess of 100 orders per day, and each year orders ship out to 120 different countries. Our team serves customers all over Europe, the Middle East & Africa and liaises daily with customers from different regions and cultures.

The CSR must check the customer orders contain the essential data required for processing, ensure matches for key information such as customer pricing, Inco-Terms and product codes then input the order according to our published lead times and stock availability. This role is suited to people who can successfully maintain focus to the task at hand whilst working to deadlines and with complex pieces of information.

• Reading and understanding customer orders
• Matching key data such as product codes, price and account details to products, customer price books and ERP product descriptions
• Informing operational stakeholders of any unusual or high volume orders that have been loaded, describing customer requirements
• Proactively informing customers of any delays to their order timeline
• Educating customers on our processes to improve customer experience
• Answering incoming queries about order status, product availability, product data

• Aptitude to absorb information about processes, products and workflows
• Ability to apply this knowledge to follow established processes exactly and in a consistent manner
• Working within a small team and supporting colleagues with their workload as required
• Willingness to inform customers of changes to their order schedule, and communicate with positivity, empathy and clarity
• Strong written and verbal communication skills
• Use of an ERP would be advantageous but can be taught to the right candidate
• Customer Service experience is not required. The most important qualities are listed above and we therefore welcome all applicants who can demonstrate them regardless of their prior experience and background.

This is a fully office based position located in Newcastle Under Lyme.

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, short-term and long-term disability, life and accidental death and dismemberment (AD&D) insurance, Employee Assistance Program (EAP), pre-tax commuter transportation benefit, parental leave, vacation, sick time, floating holidays, jury duty and funeral/bereavement leave, and paid holidays for all eligible full-time employees. Additionally, we offer our eligible employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for eligible employees’ dependents, and an Airgas Scholarship Program for dependent children.

Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility.

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.

Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions. Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients.

Join us for a stimulating experience: At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you’ll find a welcoming workplace where you’re valued for who you are and where you can fill your potential while growing a fulfilling career — whatever path you choose.