CX Accounts Receivable Supervisor - Strategic Accounts

Airgas•Tulsa, OK

3d•Onsite

About The Position

The Customer Experience (CX) Accounts Receivable Supervisor is responsible for the supervision of a team of CX Representatives and Specialists. This role will be responsible for evaluating and enhancing practices and procedures impacting the customer experience in an innovative, customer centric and commercially oriented environment with the expressed purpose of implementing digital capabilities to optimize each step of the customer journey and positively transform 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, monitor/measure receivable performance and provide support/reporting to Division management. Provide training and education to CXRs and CXSs related to credit policies and procedures. Identify issues with billing, pricing or other customer experience areas. Escalate credit sign-offs as appropriate and ensure audits of customer accounts for compliance. Implement Division plans for maximizing cash collections and appropriate handling of the accounts receivable portfolio. Negotiate the resolution of collection matters with customers, escalating 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, discipline and on-going coaching ensuring activities are performed within department and Company policy. Identify staffing issues with performance evaluations, training, and scheduling of resources.

Requirements

A minimum of two years in a team leader or supervisory role.
Candidates without a degree need an additional two years supervisory experience.
Two-plus years accounts receivable experience in a high-volume, fast-paced environment.
Exposure to and knowledge of the contract law, secured transactions and bankruptcy issues.
Ability to manage multiple priorities.

Nice To Haves

Associate or Bachelor degree preferred.
Some experience as a Customer Experience Representative is a plus.
Experience with SAP and/or ERP systems is a plus.

Responsibilities

Supervise a team of CX Representatives and Specialists.
Evaluate and enhance practices and procedures impacting the customer experience.
Implement digital capabilities to optimize the customer journey and transform business processes.
Create and maintain an effortless customer experience.
Develop and implement a plan to achieve divisional accounts receivable goals.
Monitor and measure receivable performance and provide support/reporting to Division management.
Provide training and education to CXRs and CXSs related to credit policies and procedures.
Identify issues with billing, pricing or other customer experience areas.
Escalate credit sign-offs as appropriate and ensure audits of customer accounts for compliance.
Implement Division plans for maximizing cash collections and appropriate handling of the accounts receivable portfolio.
Negotiate the resolution of collection matters with customers, escalating 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, discipline and on-going coaching.
Identify staffing issues with performance evaluations, training, and scheduling of resources.