Customer Experience AR Supervisor - MidSouth

Airgas•Tulsa, OK

11d•Hybrid

About The Position

The Customer Experience (CX) Accounts Receivable Supervisor is responsible for the guidance and mentorship of a team of CX Representatives and Specialists. This role will be responsible for co-creating and evolving practices impacting the customer experience in an innovative, customer-centric and value-driven environment with the expressed purpose of implementing digital capabilities to advance and enrich each step of the customer journey and positively shape and elevate business processes. The goal is to create and maintain an effortless customer experience resulting in increased customer loyalty, advocacy, and increased purchases. Develop and implement a plan to achieve the divisional accounts receivable goals, support and evaluate receivable performance, and provide support/reporting to Division management. Provide training and education to CXRs and CXSs related to credit policies and procedures. Uncover opportunities for improvement with billing, pricing, or other customer experience areas. Coordinate credit sign-offs as appropriate and support account reviews for compliance. Implement Division plans for optimizing cash collections and appropriate handling of the accounts receivable portfolio. Build alignment and resolve collection matters with customers, communicating critical matters to CX Accounts Receivable Manager. Develop and maintain close working relationships with the Regional Company AVPs, DMs, Account Managers and Branch Managers. Work closely with the Division related to master data, customer pricing, sales tax, and cylinder control. Support the Division Customer Experience organization through goal-setting, evaluations, positive feedback, on-going coaching, and constructive guidance ensuring activities are performed within department and Company policy. Identify dynamic staffing needs with performance evaluations, training, and scheduling of resources. A "client service" orientation that views collections as a supportive business function rather than an adversarial one. Excellent written and verbal communication skills; a desire to share complex ideas clearly and concisely. Core Competencies: Thoughtful problem-solving, active listening, adaptability, and the commitment to navigate evolving priorities in a dynamic environment.

Requirements

High School Diploma or equivalent
A foundational understanding of Excel
Comfortable navigating Google Workspace (Sheets, Docs, Gmail, Meet, etc.)
Proficiency with SAP and/or ERP systems

Nice To Haves

Commercial collections experience with a proven track record of success.
Bilingual skills (Spanish)
General understanding of all other CX disciplines: cash apps, data integrity, account set up, credit, tax, cylinder assets, analytics, disputes, credit memos, pricing.
Familiarity with hardgoods products and branch/plant operations

Responsibilities

Guidance and mentorship of a team of CX Representatives and Specialists.
Co-creating and evolving practices impacting the customer experience.
Implementing digital capabilities to advance and enrich each step of the customer journey.
Developing and implementing a plan to achieve divisional accounts receivable goals.
Supporting and evaluating receivable performance, and providing support/reporting to Division management.
Providing training and education to CXRs and CXSs related to credit policies and procedures.
Uncovering opportunities for improvement with billing, pricing, or other customer experience areas.
Coordinating credit sign-offs and supporting account reviews for compliance.
Implementing Division plans for optimizing cash collections and appropriate handling of the accounts receivable portfolio.
Building alignment and resolving collection matters with customers.
Communicating critical matters to CX Accounts Receivable Manager.
Developing and maintaining close working relationships with Regional Company AVPs, DMs, Account Managers and Branch Managers.
Working closely with the Division related to master data, customer pricing, sales tax, and cylinder control.
Supporting the Division Customer Experience organization through goal-setting, evaluations, positive feedback, on-going coaching, and constructive guidance.
Identifying dynamic staffing needs with performance evaluations, training, and scheduling of resources.