eBusiness Customer Support Team Lead

Location:

We are looking for you !

• Hybrid, Germantown, WI- 3 days in office, 2 days at home
• Comprehensive Family Benefits: Airgas offers a full benefits package designed to support your whole life, including Medical, Dental, Vision, Life, AD&D, and Disability Insurance.
• Support for Parents: We offer up to 14-week paid child birth benefits to support growing families.
• Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time.
• Early Access: Your benefits start after just 30 days of employment.

Recruiter: Roseanne Khachikyan  / [email protected]  /  424-318-0169

The primary responsibility of this role is to provide support, guidance, and training in the day to day functions of the team, acting as the first point of escalation and training for new associates. The Team Lead will take an active role in the day to day responsibilities of the team and will have accountability for leading, guiding and developing associates to successfully achieve both team and individual goals. Successfully promotes a culture of excellence and a positive team environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Act as the first point of contact for team members
• Proactively identify, analyze, and communicate process improvement areas to create efficiencies
• Possess a strong understanding of company capabilities 
• Knowledgeable over a wide range of products, practices, and procedures
• Direct team effort and delegate work responsibilities to balance the team’s daily workload
• Recognize the need and assist the team when workload dictates while performing at peak efficiency
• Proactively review and analyze team metrics 
• Actively participate in the training and development of associates
• Provide regular input on team performance and recommend necessary actions to supervisor
• Successfully promote a cohesive and collaborative team environment through inclusive and positive communications
• Listen to, evaluate and provide feedback on calls for associates. Set clear and measurable objectives for skill enhancement while focusing on CS2 behaviors.
• Participate in the interview process and provide hiring recommendations
• Provide regular input relating to annual associate performance reviews
• Effectively assist team members with escalated customer issues.  Engage supervisor with a plan of resolution on complex issues.
• Anticipate and correct customer problems
• Investigate and resolve escalated issues posted on social media
• Manage, organize, and prioritize workload to maximize completion of daily responsibilities
• Perform an active role in departmental meetings 
• Perform all other position related duties as assigned or requested
   

Required Qualifications:

• Minimum of 4 years of customer service experience with 1-2 years of leadership experience
• Microsoft and/or Google Suite
• Able to lead a group
• Participate in leadership meetings
• Strong customer focus and customer service orientation
• Problem solving experience

Preferred Qualifications:

• Bachelor's degree 
• Thorough understanding of SAP and Airgas Companies
• Demonstrated history of self-management to deliver results
• Ability to work in a fast-paced environment and multitask

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Benefits

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.

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Your DIFFERENCES enhance our PERFORMANCE

At Airgas, we are committed to building a 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.

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About Airgas 

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.

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Equal Employment Opportunity Information
 

We are an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.  

Airgas, an Air Liquide Company is a Government contractor subject to the Vietnam Era Veterans’ Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973. 

Airgas does not discriminate against qualified applicants with disabilities, and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at [email protected].

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