Customer Resolution Manager

AIRGAS INC AND SUBSIDIARIES; Tulsa (OK); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Comprehensive family benefits

Paid parental leave

401(k) matching

Tuition assistance

Vacation and holidays

Job summary

Airgas is seeking a Customer Resolution Manager in Tulsa, OK to lead regional dispute resolution teams and drive rapid customer dispute resolution. The role reports to CX leadership and partners with AR and field ops to curb root causes and improve service levels.

You will mentor Supervisors and CX Specialists, communicate progress to executives, and uphold a customer-centric culture across the AR and collections processes.

Qualifications

• Bachelor’s degree in business management or related field.
• 5+ years in roles leading Back Office functions and/or Customer Service for multi business unit operation; preferably within consumer facing, distribution environments.
• 3+ years motivating, influencing and leading dynamic high performing teams.

Responsibilities

• Lead regional dispute resolution organization and supervise CX staff.
• Act as liaison between regional dispute team and Central Division Business Service Center.
• Regularly inform senior executives about dispute strategies, goals, status and root-cause trends.
• Set and uphold KPIs such as dispute cycle time and root-cause elimination.
• Provide coaching and performance management to Supervisors and Specialists.
• Collaborate with AR Manager and field operations to address underlying dispute causes.
• Foster a customer-centric environment and ensure rapid, satisfactory resolution.

Skills

Leadership

Cross-functional collaboration

Strategic planning

Customer service

Problem solving

Communication

Travel flexibility

Google Workspace

Microsoft Office

Influencing

Education

Bachelor's degree in business management or related field

Tools

SAP

Integrated reporting systems

Job description

Customer Resolution Manager (Open)

Tulsa, OK - W. 7th St. - Management

How will you CONTRIBUTE and GROW?

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.

Airgas is Hiring for a Customer Resolution Manager in Tulsa, OK!

We are looking for you !

Benefits

• Comprehensive Family Benefits: Airgas offers a full benefits package designed to support your whole life, including Medical, Dental, Vision, Life, AD&D, and Disability Insurance.

• Support for Parents: We offer 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.

The Customer Resolution Manager is a key leadership position that will oversee a team of CX Supervisors and Customer Experience Specialists (CXSs) primarily responsible for the management, investigation, and resolution of customer disputes. The Customer Resolution Manager will act as the primary point of contact between the region CX teams, region leadership regarding dispute management and root-cause analysis. They will develop and implement strategies focused on resolving disputes rapidly, reducing dispute volume, and delivering an exceptional customer experience while working closely with the AR Manager.

Responsibilities

• Effectively lead and oversee the regional dispute resolution organization, directly managing CX Supervisors and Customer Experience Specialists (CXSs).

• Serve as the primary point of contact and operational liaison between the regional dispute team and the Central Division Business Service Center.

• Communicate effectively on a regular cadence to senior executives on strategies, goals, status, and performance of dispute resolution metrics and root-cause trends.

• Establish clear team accountability for achieving critical benchmarks and key performance metrics (e.g., dispute cycle time, root-cause elimination) set by the CX Director and Division leadership.

• Provide consistent coaching, mentoring, and performance management to foster a dynamic, high-performing team of Supervisors and Specialists.

• Partner cross-functionally with the AR Manager and field operations to address underlying dispute causes and streamline the resolution workflow.

• Foster a collaborative and customer-centric team environment focused on anticipating issues and ensuring rapid, satisfactory resolution.

• Ensure the delivery of exceptional customer service and experience throughout the AR and collections processes to build customer loyalty and advocacy.

• Champion the goal of creating an effortless customer experience to drive increased customer retention and purchases.

• Partner with the regional CX field teams to drive projects that improve the customer experience.

Are you a MATCH?

Knowledge, Skills and Abilities

• Strong leadership skills to effectively lead and direct the work of others both locally and virtually, and display behaviors and attitudes consistent with Airgas' Core Values

• Collaborative and strong ability to connect and influence multiple leadership levels, demonstrate a sense of urgency, and provide exceptional customer service to internal and external customers.

• Ability to work independently and proactively. Critical thinker and problem solver. Strong strategic planning/project management

• Adaptive and entrepreneurial approach: demonstrates flexibility, energy, and initiative in fast-paced, unpredictable, and matrix business environment

• Strong proficiency in both Google Suite and Microsoft Office required - Word, Excel, PowerPoint, Docs, Sheets, Slides, Gmail, Forms, Google Drive, Meets and Hangouts.

• Experience with SAP and integrated reporting systems is a plus.

• Ability to communicate effective on a regular cadence to senior executives on strategies, goals, and status.

• Strong business aptitude, and expert knowledge of Customer Service in a decentralized retail distribution environment to anticipate a wide range of future needs and opportunities and facilitate development of complex solutions.

• Ability to travel on periodic basis

• Required Education & Experience:

• Bachelor's degree in business management; marketing or related field preferred.

• 5+ years in roles leading Back Office functions and/or Customer Service for multi business unit operation; preferably within consumer facing, distribution environments.

• 3+ years motivating, influencing and leading dynamic high performing teams.

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.

Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility.

Your DIFFERENCES enhance our PERFORMANCE

At Airgas, we are committed to building a 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.

About Airgas

Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions.

Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients.

Join us for a stimulating experience: At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you'll find a welcoming workplace where you're valued for who you are and where you can fill your potential while growing a fulfilling career - whatever path you choose.

Equal Employment Opportunity Information

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. 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 [e-mail].