Customer Process Specialist

2 months ago

Allentown, United States Airgas Full time

R10040676 Customer Process Specialist (Open)

Location:
Allentown, PA - Snowdrift Rd - Management - East Region

How will you CONTRIBUTE and GROW?

The Customer Process Specialist (CPS) provides support services for all phases of the Airgas customers' experience primarily telephonic, both locally and for remote locations in a region. The CSP promotes long-term customer relationships and provides superior customer service by placing more focus on the elements impacting a positive customer experience which will have a favorable impact on Division/Region profitability.

  • Responsible for customer service calls on "House" accounts.
  • Responsible for the timely resolution of Regional account pricing disputes; within one billing cycle. Communicates with internal and external customers regarding status and/or resolution to a dispute.
  • Responsible for the collection of Tier 1 and Tier 2 branch notification reports.
  • Responsible for assisting in resolution of expired customer blanket Pos.
  • Responsible for the review of certain orders on billing blocks (such as LOU billings and PO Blocks).
  • Responsible for implementing and complying with the policies and procedures that help ensure the timely resolution of customer facing activities and a positive customer experience.
  • Assists to alleviate complex billing dispute problems from branch responsibility.
  • Other duties and responsibilities such as ad hoc reporting as may be assigned.
Are you a MATCH?
  • High School Diploma/GED required.
  • Minimum one year prior experience in an operations, customer-service or manufacturing related administrative role required.
  • Prior experience in the bulk/gas industry preferred.
  • Communicates effectively both verbally and in writing; listens effectively and clarifies information as needed; works well with others in a team environment across the organization knowing who to engage to achieve results. Uses candor and sensitivity in their dealings with others.
  • Ability to build effective relationships with all levels and roles in the organization and to work well both independently and as part of a team.
  • Detail oriented.
  • Excellent analytical and 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.
  • Proficient in Google suite applications and Microsoft Office (Word, Excel) as well as a demonstrated ability to utilize financial applications within SAP.
    Demonstrated working knowledge of SAP or other ERP systems preferred.
    Exceptional organization & time management skills with ability to use time efficiently handling multiple demands, supporting multiple people and competing priorities effectively.
    Ability to deal with difficult situations in a diplomatic and professional manner.
    Prior knowledge of the packaged gas distribution business and a solid understanding of operations related to cylinder processing and maintenance preferred.


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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