iGas USA is seeking a highly organized, customer-focused Processing & Support Representative to join our growing team. This position plays a critical role in supporting our customers, sales organization, and internal operations by managing the complete order lifecycle, resolving customer issues, coordinating cross-functional activities, and ensuring an exceptional customer experience. The ideal candidate is proactive, detail-oriented, thrives in a fast-paced environment, and enjoys solving problems while building strong relationships with customers and internal teams.
Key Responsibilities
Order Management & Sales Support:
Manage the complete order lifecycle from purchase order review through shipment and delivery.
Review purchase orders for accuracy and validate pricing before order processing.
Investigate and resolve order discrepancies, shortages, shipping issues, and incorrect deliveries.
Identify pricing inconsistencies and place orders on hold until corrections are made to prevent fulfillment errors.
Coordinate with all departments to ensure efficient order fulfillment.
Customer Account Administration:
Process Sales Return Orders (SROs), including return eligibility review, documentation, and coordination with internal departments.
Support reclaim program customers by responding to inquiries, coordinating service requests, and managing account communications.
Assist with new customer onboarding by distributing and collecting required account documentation, including credit applications, W-9s, and account setup forms.
Coordinate with the credit department to activate new customer accounts.
Customer Service & Account Support:
Serve as a primary point of contact for customer inquiries regarding orders, shipments, product information, and delivery.
Provide timely updates on order status, shipment tracking, and delivery schedules.
Deliver exceptional post-sale support to ensure customer satisfaction and long-term relationships.
Support customers with product documentation and information to assist purchasing decisions.
Manage inbound customer service and sales communications while ensuring prompt response and issue resolution.
Serve as the in-office support contact for traveling sales representatives by assisting customers with pricing, order status, documentation, and account support.
Cross-Functional Collaboration:
Serve as an escalation point for complex customer and order-related issues.
Coordinate resolutions across sales, logistics, warehouse, operations, credit, and transportation teams.
Maintain accurate customer records and documentation within the ERP/CRM system.
Build strong working relationships across departments to ensure seamless customer support.
Qualifications:
Required 3+ years of experience in customer service, customer support, inside sales support, order management, or account coordination.
Strong organizational skills with exceptional attention to detail.
Excellent written and verbal communication skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong problem-solving and customer conflict resolution skills.
Proficiency with Microsoft Office, including Excel, Outlook, and Word.
Experience working within ERP or CRM systems.
Preferred:
Experience using Microsoft Business Central or an ERP system.
Experience using Salesforce or a CRM platform.
Experience supporting B2B customers in manufacturing, distribution, industrial, or wholesale environments.
Knowledge of shipping, logistics, or supply chain operations.
What We're Looking For:
We're looking for someone who is dependable, customer-focused, and takes pride in delivering outstanding service. The successful candidate enjoys working collaboratively, communicating with customers, solving problems, and helping the organization operate efficiently while supporting company growth. If you thrive in a dynamic environment where every day brings new opportunities to help customers and support a growing business, we'd love to hear from you.
