Customer Experience AR Supervisor - MidSouth

About the role

The Customer Experience (CX) Accounts Receivable Supervisor is responsible for guiding and mentoring a team of CX Representatives and Specialists. This role will drive the creation and evolution of practices impacting the customer experience in an innovative, customer-centric, and value-driven environment.

Responsibilities

• Co-create and evolve practices impacting the customer experience in an innovative, customer-centric, and value-driven environment.
• Implement digital capabilities to advance and enrich each step of the customer journey and positively shape and elevate business processes.
• Create and maintain an effortless customer experience resulting in increased customer loyalty, advocacy, and increased purchases.
• Achieve divisional accounts receivable goals, support and evaluate receivable performance, and provide support/reporting to Division management.
• Develop and implement a plan to achieve the divisional accounts receivable goals, support and evaluate receivable performance, and provide support/reporting to Division management.
• Provide training and education to CXRs and CXSs related to credit policies and procedures.
• Uncover opportunities for improvement with billing, pricing, or other customer experience areas.
• Credit sign-offs as appropriate and support account reviews for compliance.
• Implement Division plans for optimizing cash collections and appropriate handling of the accounts receivable portfolio.
• Build alignment and resolve collection matters with customers, communicating critical matters to CX Accounts Receivable Manager.
• Develop and maintain close working relationships with the Regional Company AVPs, DMs, Account Managers and Branch Managers.
• Work closely with the Division related to master data, customer pricing, sales tax, and cylinder control.
• Support the Division Customer Experience organization through goal-setting, evaluations, positive feedback, on-going coaching, and constructive guidance ensuring activities are performed within department and Company policy.
• Identify dynamic staffing needs with performance evaluations, training, and scheduling of resources.

Requirements

• A "client service" orientation that views collections as a supportive business function rather than an adversarial one.
• Excellent written and verbal communication skills; a desire to share complex ideas clearly and concisely.
• Core Competencies: Thoughtful problem-solving, active listening, adaptability, and the commitment to navigate evolving priorities in a dynamic environment.

Qualifications

• High School Diploma or equivalent.
• A foundational understanding of Excel.
• Comfortable navigating Google Workspace (Sheets, Docs, Gmail, Meet, etc.).
• Proficiency with SAP and/or ERP systems.
• Must be able to operate in a drug-free workplace.

Preferred Qualifications

• Commercial collections experience with a proven track record of success.
• Bilingual skills (Spanish) are a plus.
• A general understanding of all other CX disciplines: cash apps, data integrity, account set up, credit, tax, cylinder assets, analytics, disputes, credit memos, pricing.
• Familiarity with hardgoods products and branch/plant operations is a wonderful asset to our team.

Pay

Base salary, plus commission.

Schedule

Hybrid Schedule.

Benefits

• Comprehensive Family Benefits: Medical, Dental, Vision, Life, AD&D, and Disability Insurance.
• Support for Parents: Up to 14-week paid child birth benefits to support growing families.
• Future Security: 401(k) Retirement Plan with company match, Tuition Assistance, Paid Holidays, Vacation, and Sick time.
• Early Access: Your benefits start after just 30 days of employment.

Recruiter

Recruiter: Sophia Harris
Email: sophia.harris-sc@airgas.com
Phone: (656) 263-5716 (Call/Text)