Airgas Looking for Customer Experience Manager at Kennesaw, GA Full Time

R10006683 Customer Experience Manager
Location: Kennesaw, GA

How will you CONTRIBUTE and GROW?
The Customer Experience Manager (CXM) – will be assigned to each of the four regional companies and strategic accounts. Primary responsibilities include leading and motivating a cross-functional team of 30-40 consisting of commercial collection, cash application, tax, and data integrity professionals. Together the team will execute the strategies set forth by the Customer Experience Director.
Implement best practices and procedures impacting the customer experience in an innovative, customer centric and commercially oriented environment; optimizing each step of the customer journey. Strive towards the goal of creating and maintaining an effortless customer experience resulting in increased customer loyalty, advocacy and increased purchases.

• Create a collaborative team environment that understands each step of the customer’s order to cash journey with a focus on anticipating and resolving issues quickly.
• Drive a culture of ownership and execution with the team
• Implement initiatives that will minimize customer effort and resolution time
• Develop and maintain close working relationships with field personnel
• Responsible for managing the team that will be collecting on a portfolio in excess of $50mm with over 15K customers
• Accountable for reaching and exceeding the targets set forth for the team
• Responsible for holding the team accountable to achieving key metrics set forth related to collections, dispute management, cash applications, tax, cylinder control, purchase orders, web chat and data integrity
• Assist the team with problem accounts through escalation with field management, as well as developing innovative solutions that will ensure an effortless experience for the customer
• Assist the Customer Experience Director with understanding the manner in which the existing systems and processes are configured and contribute ideas to enhance those processes and procedures.
• Responsible for coaching, developing and managing a team of up to 40, composed of cross-functional staff.

Are you a MATCH?

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.

PERSONAL CHARACTERISTICS: The successful candidate will possess:

• 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 and Microsoft Office required – Word, Excel, PowerPoint, Docs, Sheets, Slides, Gmail, Forms, Google Drive, Meets and Hangouts.
• Experience with SAP, Customer Portals, Oracle, Excel, and integrated reporting systems.
• 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.

EDUCATION and/or EXPERIENCE:

• Bachelor’s degree in business management; marketing or related field preferred.
• 5+ years in roles leading Back Office functions and/or Customer Service in Operations for similar organizations; preferably within consumer facing, distribution environments.
• 3+ years motivating, influencing and leading dynamic high performing teams.
• Experience working in a decentralized organization with a large customer base.

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee may occasionally be required to transverse through office, production, and/or warehouse locations.
• The employee will frequently be required to actively listen and exchange information.
• Ability to routinely move 25 – 40 lbs.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Primarily performs duties in an indoor office/production work environment.
Primarily performs duties in an indoor office/production work environment.

• Occasionally may require outdoor environments in various seasonal weather conditions.
• Ability to travel up to 20%

EOE AA M/F/Vet/Disability
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status, or disability

_________________________

Your differences enhance our performance At Airgas, we are committed to building a diverse and inclusive 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.

Job Type: Full-time

Pay: $110,000.00 – $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

COVID-19 considerations:
Following CDC Guidelines

Work Location: One location