Regional Dispute Resolution Manager – CX Leader

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

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.