Collections Customer Process Specialist

About the role

The Customer Process Specialist (CPS) provides support services for all phases of the Airgas customers' experience. The CSP promotes long-term customer relationships and provides superior customer service by focusing on the elements impacting a positive customer experience, which will have a favorable impact on Division/Region profitability.

Responsibilities

• Dispute Investigation: Research account history, contract notes, and pricing data to identify the root cause of customer disputes.
• Account Correction & Prevention: Analyze the entire customer account to identify all related issues; correct billing errors, misapplied payments, overpayments, and late charges in SAP to prevent issues from recurring.
• Billing Block Management: Review and resolve orders on billing blocks, including Letter of Undertaking (LOU) billings and Purchase Order (PO) blocks, to ensure timely release.
• Cylinder Reconciliations: Conduct specialized research to resolve customer cylinder asset and balance discrepancies.
• Financial Tracking: Prepare and process credit memos, process customer payments resulting from dispute resolutions, and assist with expired blanket POs.
• Collections: Manage cash collection activities for Tier 1 and Tier 2 accounts.
• Process Improvement: Track and report recurring dispute trends to help improve field and back-office operations.
• Collaboration & Documentation: Maintain detailed logs of communications and partner closely with internal collections, sales, and field branch teams.
• Other duties and responsibilities such as ad hoc reporting as may be assigned.

Qualifications

• High School Diploma or GED.
• Minimum one year of experience in an operations, customer service, or manufacturing-related administrative role.
• Strong written and verbal communication skills; ability to listen effectively, clarify information, and collaborate across teams.
• Proven ability to build effective relationships with all organizational levels and work both independently and collaboratively.
• Strong attention to detail.
• Excellent analytical and creative problem-solving skills, with the ability to make independent decisions and identify when to escalate issues.
• Proficiency in Google Suite and Microsoft Office (Word, Excel), with demonstrated experience using SAP financial applications.
• Exceptional organization and time management skills, capable of handling multiple demands and competing priorities.
• Ability to handle difficult situations with diplomacy and professionalism.

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 eligible full-time employees. Additionally, we offer our eligible employees a 401k plan with company matching funds, tuition reimbursement, discounted college tuition for eligible employees’ dependents, and an Airgas Scholarship Program for dependent children.

Equal Employment Opportunity

We are an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Airgas, an Air Liquide Company is a Government contractor subject to the Vietnam Era Veterans’ Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973. Airgas 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.