Customer Resolution Manager

Airgas•Tulsa, OK

3d•Onsite

About The Position

The Customer Resolution Manager is a key leadership position that will oversee a team of CX Supervisors and Customer Experience Specialists (CXSs) primarily responsible for the management, investigation, and resolution of customer disputes. The Customer Resolution Manager will act as the primary point of contact between the region CX teams, region leadership regarding dispute management and root-cause analysis. They will develop and implement strategies focused on resolving disputes rapidly, reducing dispute volume, and delivering an exceptional customer experience while working closely with the AR Manager. Effectively lead and oversee the regional dispute resolution organization, directly managing CX Supervisors and Customer Experience Specialists (CXSs). Serve as the primary point of contact and operational liaison between the regional dispute team and the Central Division Business Service Center. Communicate effectively on a regular cadence to senior executives on strategies, goals, status, and performance of dispute resolution metrics and root-cause trends. Establish clear team accountability for achieving critical benchmarks and key performance metrics (e.g., dispute cycle time, root-cause elimination) set by the CX Director and Division leadership. Provide consistent coaching, mentoring, and performance management to foster a dynamic, high-performing team of Supervisors and Specialists. Partner cross-functionally with the AR Manager and field operations to address underlying dispute causes and streamline the resolution workflow. Foster a collaborative and customer-centric team environment focused on anticipating issues and ensuring rapid, satisfactory resolution. Ensure the delivery of exceptional customer service and experience throughout the AR and collections processes to build customer loyalty and advocacy. Champion the goal of creating an effortless customer experience to drive increased customer retention and purchases. Partner with the regional CX field teams to drive projects that improve the customer experience.

Requirements

Strong leadership skills to effectively lead and direct the work of others both locally and virtually, and display behaviors and attitudes consistent with Airgas’ Core Values
Collaborative and strong ability to connect and influence multiple leadership levels, demonstrate a sense of urgency, and provide exceptional customer service to internal and external customers.
Ability to work independently and proactively.
Critical thinker and problem solver.
Strong strategic planning/project management
Adaptive and entrepreneurial approach: demonstrates flexibility, energy, and initiative in fast-paced, unpredictable, and matrix business environment
Strong proficiency in both Google Suite and Microsoft Office required - Word, Excel, PowerPoint, Docs, Sheets, Slides, Gmail, Forms, Google Drive, Meets and Hangouts.
Ability to communicate effectively on a regular cadence to senior executives on strategies, goals, and status.
Strong business aptitude, and expert knowledge of Customer Service in a decentralized retail distribution environment to anticipate a wide range of future needs and opportunities and facilitate development of complex solutions.
Ability to travel on periodic basis
Bachelor’s degree in business management; marketing or related field preferred.
5+ years in roles leading Back Office functions and/or Customer Service for multi business unit operation; preferably within consumer facing, distribution environments.
3+ years motivating, influencing and leading dynamic high performing teams.

Nice To Haves

Experience with SAP and integrated reporting systems is a plus.

Responsibilities

Effectively lead and oversee the regional dispute resolution organization, directly managing CX Supervisors and Customer Experience Specialists (CXSs).
Serve as the primary point of contact and operational liaison between the regional dispute team and the Central Division Business Service Center.
Communicate effectively on a regular cadence to senior executives on strategies, goals, status, and performance of dispute resolution metrics and root-cause trends.
Establish clear team accountability for achieving critical benchmarks and key performance metrics (e.g., dispute cycle time, root-cause elimination) set by the CX Director and Division leadership.
Provide consistent coaching, mentoring, and performance management to foster a dynamic, high-performing team of Supervisors and Specialists.
Partner cross-functionally with the AR Manager and field operations to address underlying dispute causes and streamline the resolution workflow.
Foster a collaborative and customer-centric team environment focused on anticipating issues and ensuring rapid, satisfactory resolution.
Ensure the delivery of exceptional customer service and experience throughout the AR and collections processes to build customer loyalty and advocacy.
Champion the goal of creating an effortless customer experience to drive increased customer retention and purchases.
Partner with the regional CX field teams to drive projects that improve the customer experience.