Location:
Levittown, PA - ManagementRadnor, PA (Airgas HO) - Digital & IT - Enterprise ApplicationsThe eBusiness Support Specialist is a trusted expert regarding Airgas’ eBusiness Solutions commercial offerings -- including Airgas.com, Airgas Mobile Reorder App and possesses a high-level knowledge of Airgas SupplySync and other digital offerings. Initial point of contact regarding Airgas’ eBusiness Solutions, specifically Airgas.com, playing a critical customer-facing role in troubleshooting customer inquiries, Airgas business operations regarding Airgas’ eBusiness features and functionality, site issues and/or site outages. This position provides daily digital support to internal and external customers via phone, email, online meetings, and screen sharing.
We are looking for you !
Hours: 8:00am - 5:30pm (Hybrid)
Customer-Centric Person
Recruiter: Deondre Taylor / Deondre.Taylor@AirLiquide.com / 302-277-2429
Set up, maintain and register Airgas.com users for website access, assisting with modification requests, login credentials, identification of new account(s), linking account(s), disabling users, and helping to create online ordering lists.
Subject matter expert for both internal and external customers regarding website functionality and support escalation; explain and demonstrate website features.
Report site performance; collect / intake site recommendations, improvements and defects. Capture, track, quantify and convey, website improvement opportunities and defects, communicated by internal and external customers.
Identifies site issue vs. account setup discrepancies; captures issue details - if issue requires technical support and/or review.
Utilize internal / backend support tools including, but not limited to, SAP, Hybris, Salesforce ecommerce and submission of support tickets (via an IT support application).
Professionally respond to questions ranging from routine to complex inquiries; if applicable, route requests to appropriate Airgas Associate and coordinate handoffs, ensuring customer satisfaction with resolution path.
Provide systematic approach to troubleshooting and/or replicating online user experience; spearhead communication / coordination of customer resolution.
Documentation and/or escalation to Digital Product Managers, IT resources, internal and external stakeholders if/when there are site disruptions, issues and/or outages, is expected.
Provide status updates/communication on reported issues to all relevant stakeholders.
Perform Business User Acceptance testing (B-UAT) activities including testing, analyzing and/or validating website enhancements, defects and/or issues through multiple hardware and software tools; report validated findings.
Ambassador in promoting eBusiness Solutions for internal/external users with a common goal of increasing digital growth and adoption of the eBusiness channel.
Act as a Voice of the Customer.
Other duties as assigned.
Required Qualifications:
B.A. / B.S. in Business, Marketing, or Communications, or equivalent experience within a Digital Operations environment.
Demonstrated troubleshooting experience
Proficiency with Google suite
Strong technical aptitude, problem solving, and organization skills
Ability to work under pressure to meet deadlines, both independently and as a team member
Interpersonal skills including ability to deal with difficult situations in a diplomatic and professional manner
Exemplary communication skills with an emphasis on exuding professionalism in all situations; excellent verbal and written communication through active listening, probing questions and obtaining clarification as needed
Understanding of eBusiness/eCommerce, eProcurement practices
Preferred Qualifications:
At least 3+ years of Customer Service and/or technical support experience
Basic understanding of programming languages
SAP Experience
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Benefits
We care about and support all Airgas associates. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, vacation, sick time, floating holidays, and paid holidays for full-time employees.
We provide a progressive parental leave package for our eligible Airgas parents, offering generous paid time off for the birth or placement of children.
Additionally, we offer our employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for employees’ dependents, and an Airgas Scholarship Program.
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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 us-accommodationrequest@airgas.com.
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