Customer Experience Manager

Airgas•Allentown, PA

About The Position

At Airgas, we are committed to building a diverse and inclusive workplace that embraces the unique perspectives of our employees, our customers, patients, community stakeholders, and cultures across the world. We believe that a variety of backgrounds makes our team stronger and more innovative. At Airgas, we RESPECT, HONOR and VALUE diversity. Airgas is Hiring for a Customer Experience Manager in Allentown, PA! We are looking for you! 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: Gaby Bogenschutz | [email protected] | (920) 472-3495 (Call/Text) The Customer Experience Manager (CXM) will work with each of the four regional areas. Primary responsibilities include supporting and inspiring a team comprising commercial cash collection, dispute management, cylinder control, and unapplied cash. Together the team will advance the strategies set forth by the Pricing and Profitability Director. Ideally, you will implement strategies to optimize team performance and meet customer needs. Analyze team performance and customer feedback for continuous improvement. We are looking for someone to help resolve complex customer concerns, claims, and disputes. Ensure responsiveness to all customer concerns and claims. Reinforce core organizational strategies and service-oriented behaviors to ensure highly effective customer interactions. Instill a high-performing culture of collective accountability, empathy, active listening, critical thinking, and adaptability among team members. Perform contract review to identify and to ensure that limitations, risks and obligations are clearly specific internally and externally. Nurture customer inquiries and ensure smooth order processing. Support projects for successful service delivery. Ensure the stable transfer of project at the end of project execution; Supply the support for the successful close out of project. Guide, develop, and mentor regional personnel in advancing all customer experience (CX) disciplines, including but not limited to cash applications, data integrity, account setup, tax, cylinder assets, disputes, and pricing. Instill a high-performing culture of collective accountability, empathy, active listening, critical thinking, and adaptability among team members. Reinforce core organizational strategies and service-oriented behaviors to ensure highly effective customer interactions. Champion alignment with customer service standards and policies. Assist in enhancing the customer journey to improve customer retention foster loyalty, and improve overall EBITDA. Collaborate with the regional team's identification of account risks, potential credit problems, and overall AR trends for large intricate customers. Prepare and review customer order reports. Share performance insights and customer feedback with relevant teams.

Requirements

High School Diploma/GED required.
Prior business-to-business experience.
Commitment to a travel schedule (5 - 15 days a month) to effectively partner with regional branch locations and operational leads.
Strong customer service skills with a client service mindset, utilizing collaborative and supportive approaches.
Strong interpersonal skills with the ability to foster connections within a complex organization.
Prior business to business, order to cash and/or business collections experience required.
Leadership experience managing a team handling the above disciplines is highly preferred.
The ability to adapt to a rapidly-changing environment and embrace new technologies and tools.

Nice To Haves

Bachelor’s Degree preferred
Prior experience in order-to-cash or business collections.
Experience supporting or mentoring a team handling the above disciplines.
Familiarity with SAP or ERP systems.
A demonstrated history of contribution in prior credit and collection roles.
Ability to work cross-functionally and influence through relationship building rather than direct authority.
Skill in building consensus and thoughtful discernment in decision-making
Ability to view operations as a financially oriented customer service function which balances cost control with support for the business.

Responsibilities

Supporting and inspiring a team comprising commercial cash collection, dispute management, cylinder control, and unapplied cash.
Advance the strategies set forth by the Pricing and Profitability Director.
Implement strategies to optimize team performance and meet customer needs.
Analyze team performance and customer feedback for continuous improvement.
Resolve complex customer concerns, claims, and disputes.
Ensure responsiveness to all customer concerns and claims.
Reinforce core organizational strategies and service-oriented behaviors to ensure highly effective customer interactions.
Instill a high-performing culture of collective accountability, empathy, active listening, critical thinking, and adaptability among team members.
Perform contract review to identify and to ensure that limitations, risks and obligations are clearly specific internally and externally.
Nurture customer inquiries and ensure smooth order processing.
Support projects for successful service delivery.
Ensure the stable transfer of project at the end of project execution.
Supply the support for the successful close out of project.
Guide, develop, and mentor regional personnel in advancing all customer experience (CX) disciplines, including but not limited to cash applications, data integrity, account setup, tax, cylinder assets, disputes, and pricing.
Champion alignment with customer service standards and policies.
Assist in enhancing the customer journey to improve customer retention foster loyalty, and improve overall EBITDA.
Collaborate with the regional team's identification of account risks, potential credit problems, and overall AR trends for large intricate customers.
Prepare and review customer order reports.
Share performance insights and customer feedback with relevant teams.