Customer Experience Manager

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!

• Full time onsite position
• Leads a customer experience team
• 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_hidden*** | (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.

Are you a MATCH?

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Benefits

We care about and support our Airgas Families. This is evident not only through our competitive compensation but also through a comprehensive benefits package that includes medical, dental, and vision plans, short-term and long-term disability, life and accidental death and dismemberment (AD&D) insurance, Employee Assistance Program (EAP), pre-tax commuter transportation benefit, parental leave, vacation, sick time, floating holidays, jury duty and funeral/bereavement leave, and paid holidays for all eligible full-time employees.

Additionally, we offer our eligible employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for eligible employees’ dependents, and an Airgas Scholarship Program for dependent children.

Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility.

Your DIFFERENCES enhance our PERFORMANCE

At Airgas, we are committed to building a workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.

About Airgas

Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions.

Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients.

Join us for a stimulating experience: At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you’ll find a welcoming workplace where you’re valued for who you are and where you can fill your potential while growing a fulfilling career — whatever path you choose.

Equal Employment Opportunity Information

We are an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Airgas, an Air Liquide Company is a Government contractor subject to the Vietnam Era Veterans’ Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973.

Airgas does not discriminate against qualified applicants with disabilities, and is committed to providing reasonable accommodations to the known disabilities of such individuals so as to ensure equal access to benefits and privileges of employment. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact us by email at [email protected].