Customer Experience Master Data Specialist

R10047656 Customer Experience Master Data Specialist (Open)

Location:
Kennesaw, GA (SAF) - Management

How will you CONTRIBUTE and GROW?

The Customer Experience Master Data Specialist is responsible for the creation and maintenance of our customer setups in our integrated enterprise system (SAP), obtaining complete information at time of customer onboarding, and processing credits and approving credit memos. This position is also responsible for the accurate entry of data in SAP to ensure the smooth on-boarding of new customers and changes to existing customers, compliance with policies and procedures set by the company, and review accuracy of credit memos at the time of approval routing.

This position will closely interact with and support our Customer Experience Credit and Collections function, Regional Companies, other Division personnel and our customer experience team to assist with issues related to the account setup. In order to be successful in this position, qualified candidates should be trainable, take directions well, be a quick learner, exceptional attention to detail, intermediate computer skills, award winning customer service skills, and in depth knowledge of our business. In addition, the successful candidate must have excellent research and follow-up skills, as well as be able to excel in a fast-paced changing work environment.

• Create and maintain all South Division customer master partnerships and related customer master data to ensure proper structures and pricing hierarchies.
  
  • Obtain, analyze, and process all internal and external requests timely and accurately for new accounts and performs updates to existing accounts in accordance with divisional policies.
  • Review, Validate and Post Customer Vistex List & verify the changes meet the sales organization criteria and goals.
  • Maintain accuracy and consistency of customer accounts in specified sales organization including checking for duplicate accounts, data validation, ensuring partnership structure is accurate and assigning customer experience representative to new set ups.
  • Set-up and maintain sales rep/manager relationships in SAP and approval hierarchies
  • Utilize multiple tools to analyze data to ensure the accuracy and quality of customer master data.
• Investigate customer accounts in SAP, researching Ship To level, Sold To level and Billing /Payer structure as it relates to the Partnership functionality of customers account
• Accountable for validation of all customer account changes. Effectively communicate to Division support staff and field associates any customer master discrepancies and/or issues in a timely manner.
• Adhere to and enforce detailed procedures and best business practices within the team and across multiple sales organizations
• Research and process changes to customer accounts related to Returned Mail, Bank Correspondence, Email and Fax reject report, and coordinate Special Handling documents and account coding.
• Assist in development and maintenance of various data integrity tools / applications
• Provide information upon request such as W-9's, credit references and collection agency documentation.
• Process paper and electronic filing of vendor documents and lien releases.
• Review credit memos prior to approval routing for accuracy and completeness.
  
  • Corresponds with requester to review any and all issues that need to be corrected before credit processing.
  • Corrects credit memos due to incorrect codes, material numbers, quantities, etc.
  • Approves credit memo requests for further verification and approval through chain to complete credit processing.
  • Exhibits knowledge of contract pricing, cylinder balances, lease file, tax status, customer A/R, payments, etc., in order to resolve issues and discrepancies.
  • Utilizes expertise to research and correct the initial error that resulted in the credit being issued or applied.
  • Exhibits knowledge of order display to see original order from customer and SAP Order Entry, Order types, Credit Codes, Material Codes, Airgas SOP, SAP T-Codes to effectively service the customer.
• Support / Training and Communication of functional master data standards, definitions, processes, policies and tools to internal Airgas associates
• Provide support to customers who utilize our invoice voicemail line and group email box. These requests and inquiries require the individual to have a thorough understanding of the entire Airgas organization.
• Work with other departments and / or teams, ( i. e. Customer Service(A/R), Tax, Accounting, A/P, Sales, etc.) to coordinate master data requirements to ensure data consistency and integrity
• Other projects or duties as assigned by department supervisor/manager.

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 frequently be required to remain stationary for extended periods of time.

Employee may occasionally be required to transverse through office and/or business travel on a as needed basis.

Employee will frequently be required to actively listen and exchange information.

Employee will frequently be required to observe and assess information received via computer.

Employee may occasionally lift and/or move up to 10 pounds.

Requires frequent use of computer and telephone.

Limited business travel, on an as needed basis

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.

While performing the duties of this job, the employee is exposed to a normal office environment.

NOTE: The above stated duties are intended to outline those functions typically performed by individuals assigned to this classification. This description of duties is not intended to be all-inclusive or to limit the discretionary authority of supervisors to assign other tasks of similar nature or level of responsibility nor does it imply an employment agreement.

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.

Knowledge, Skills & Abilities:

The successful candidate must have a strong "customer service" mindset and the ability to use collaborative approaches in achieving diverse goals.

• Self-motivated individual that can be resourceful in the solution resolution process
• Demonstrates the ability to self-manage efficiently and effectively to deliver consistent results
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Demonstrated analytical skills; must have the ability to apply acquired knowledge to identify, analyze issues and determine root cause(s)
• Creative problem solving skills with the ability to make independent decisions based on investigation and judgment as well as ability to discern when to escalate issues.
• Strong organizational, team-building, and people skills. The ability to work and navigate within a complex matrixed organization.
• Team player, who takes ownership, creates solutions and drives for results to get the job done.
• Exhibits customer focused behavior such as building positive relationships and strives to understand customer's needs, both internal and external.
• Excellent oral and written communication and interpersonal skills. Ability to adjust communication method based on customer situation. Comfortable utilizing multiple forms of communication such as phone, email, and face to face conversation.
• A positive approach and willingness to learn coupled with the ability to work in a team environment.
• Experience integrating new technologies into day to day operations.
• Be comfortable in a fast paced growth environment with an appropriate balance of urgency and quality
• Proven organizational skills to prioritizing and dealing with multiple tasks and the ability to meet deadlines
• Ability to interpret and apply a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability and flexibility to respond to changing circumstances, processes and expectations and assume increasing responsibilities in a rapidly-changing environment.
• Ability to train new employees and to answer questions regarding job procedures and issues. Including having the ability to adjust to others needs and learning styles.
• Ability to deal with difficult situations in a diplomatic and professional manner

EDUCATION and/or EXPERIENCE:

• High school diploma or equivalent (GED) required, a bachelor's degree a plus.

• Previous data integrity, administrative, and/or credit and collection experience preferred but not required.

• Experience in an office environment with customer facing activities, internal or external.
• Computer proficiency and intermediate knowledge of Microsoft Office suite, Google platform; adept at learning new computer software/applications
• Ability to manipulate & analyze large amounts of data.
• Ability to communicate effectively verbally and in writing
• Attention to detail with ability to organize and prioritize workflow.
• Ability to follow instructions and procedures properly
• Experience with SAP and/or ERP systems a plus.

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.

Equal Employment Opportunity Information

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Please click here to view the EEO Know Your Rights poster and here to view the Pay Transparency Nondiscrimination poster. Airgas, an Air Liquide Company invites any applicant and/or employee to review the Company's written Affirmative Action Plan or Policy Statement. This plan or policy statement is available for inspection upon request.

Airgas, an Air Liquide Company and its group of companies 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 us-accommodationrequest@airgas.com.

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