Supervisor, Customer Experience - Collections

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.

Requirements

High School Diploma or equivalent
A foundational understanding of Excel
Comfortable navigating Google Workspace (Sheets, Docs, Gmail, Meet, etc.), as it is essential to our daily collaboration.
Proficiency with SAP and/or ERP systems is a key requirement for success in this position.
Must be able to operate in a drug-free workplace.
Ability to navigate multiple priorities.
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.
Strong leadership skills to effectively guide, empower, and support team members both locally and virtually, while displaying behaviors and attitudes consistent with Airgas Core Values.
Proficiency in both Google Suite and Microsoft (Word, Excel, Docs, Sheets, Slides, Gmail, Forms, Google Drive, Meets, and Chats).
The CX Accounts Receivable Supervisor will bring a demonstrated background in prior credit and collection roles.
An ability to see the credit operation as a financially oriented customer experience function that balances cost management with support for the business.
Ideally, you bring a strong client-focused mindset and the ability to use collaborative and partnership-driven approaches in achieving diverse goals.
Mentoring and staff development skills.
Organizational, team-building, and interpersonal skills, with the ability to collaborate and navigate within a complex organization.
Communication and leadership skills, with the ability to grow with increasing responsibilities in a dynamic environment.
Understanding of the impact of new technologies on processes and outcomes.
Experience integrating new technologies into day-to-day operations.

Nice To Haves

Commercial collections experience with a demonstrated background of achievement.
Bilingual skills (Spanish) are a plus.
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 is a wonderful asset to our team.
Associate or Bachelor degree preferred, or equivalent practical experience, alongside experience in a team leadership or supportive guidance role.
Accounts receivable experience in a high-volume, fast-paced environment with some experience as a Customer Experience Representative a plus.
Exposure to and knowledge of contract law, secured transactions, and bankruptcy topics.
Experience with SAP and/or ERP systems is a plus.

Responsibilities

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.