Customer Process Specialist

3 weeks 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 Pricing Dispute Specialist is responsible for resolving customer billing issues and/or disputes with an emphasis on resolution of pricing disputes. The Pricing Dispute Specialist will drive timely customer pricing dispute resolution through a process of dispute identification, research and validation, determining and implementing appropriate resolution actions engaging field and other support functions as needed, and documenting and closing out the dispute. The Pricing Dispute Specialist will engage the following groups as determined necessary: customer representatives, Region sale and administrative associates, and other business support functions as needed. The associate will represent a strong knowledge and understanding of Airgas 'Order to Cash' processes in resolving complex customer disputes quickly, accurately and with a perspective of the entire account.

  • When disputes are identified, determines the best course of action to resolve the customer issue timely.
    • Researches account transaction history, notes and other documentation to identify information relevant to resolving the disputed issue.
    • Researches, validates and documents observations regarding customer pricing supporting the plan to resolve the issue.
  • Analyzes the 'entire customer account' ensuring all related issues are identified and addressed to mitigate the potential for issue recurrence.
    • Corrects errors, including billing errors, misapplied payments, reverses late charges and over payments.
    • Resolves customer issues at the account level in SAP and/or PROS in order to prevent repeat issue from resurfacing in the future.
  • Cylinder balance research.
  • Prepares and processes credit memos and supporting required transactions to resolve the customer AR balance.
    • Processes customer payments resulting from the dispute resolution.
  • Engages Business Support Center (BSC) Credit / Collections Tier 2 support functions in coordinating resolution and closing out of dispute issues.
  • Continually evaluates and reports trends in dispute issues to identify opportunities to improve field and back office processes.
  • Organizes documentation as to facilitate follow up efforts. Logs conversations, e-mails and other communications related to resolution efforts.
  • Assists with training and developing new team members.
  • Maintains quality relationships with internal partners including collection associates, field branch and sales associates, other support organizations, etc.
  • Reinforces Airgas Core Strategy (CS2) behaviors with self and team to ensure effective and service oriented customer interaction.
  • Special projects and other duties as assigned.
Are you a MATCH?
  • High School Diploma/GED required.
  • Prior business to business, order to cash and/or business collections experience required.
  • Prior SAP or ERP experience a plus.
  • Ability to work cross-functionally and influence within the organization without direct authority.
  • Ability to see the credit operation as a financially oriented customer service function which balances cost control with support for the business.
  • Sound understanding of the credit / collection and dispute resolution processes.
  • Strong communication skills, both verbal and written.
  • Team oriented with a continuous improvement outlook.
  • Basic working knowledge of Microsoft Office applications (Word, Excel, PowerPoint, and Outlook)
  • Ability to multi-task and handle multiple priorities in a timely and efficient manner and meet appropriate deadlines
  • Ability to work independently and use judgment to resolve both routine and non-routine issues
  • A proven track record of success in prior credit and collection roles, a plus.
  • Strong customer service skills with a "client service" mindset. with the ability to use collaborative and non-adversarial approaches in achieving diverse goals.
  • Strong interpersonal skills with the ability to work and navigate within a complex matrixed organization.
  • The ability to adapt to a rapidly-changing environment and understand/utilize new technologies and tools.


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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