Supervisor, Customer Experience - Collections

R10098624 Supervisor, Customer Experience

• Collections (Open) Location: Tulsa, OK
• W. 7th St.
• Management
• Central BSC How will you CONTRIBUTE and GROW? Job Description Summary 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 Representative
• Tulsa, OK! We are looking for you !
• Base salary, plus commission
• Hybrid Schedule
• 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 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
• 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.
• 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 . ________________________ Are you a MATCH? MINIMUM QUALIFICATIONS: To perform this position successfully, an individual must be able to perform each job duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. Required Qualifications:
• 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 . Preferred Qualifications:
• 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. Knowledge, Skills & Abilities:
• 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 . PHYSICAL DEMANDS: The characteristics listed below are representative of the physical demands required by an individual to successfully perform the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
• Employee may occasionally be required to transverse through office, production, and/or warehouse locations.
• Employee will frequently be required to actively listen and exchange information.
• Ability to routinely move 25 – 40 lbs .
• Ability to conduct business travel as needed WORK ENVIRONMENT: The characteristics listed below are representative of the work environment typically encountered by an individual while performing the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
• Primarily performs duties in an indoor office/production work environment.
• Occasionally may require outdoor environments in various seasonal weather conditions. ________________________ 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 eligibl