Customer Process Specialist

R10094053 Customer Process Specialist (Open)

Location:

Allentown, PA - Snowdrift Rd - Management - East Region

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 Process Specialist in Allentown, PA !

We are looking for you !

• 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.

Recruiter: Neelam Patel  / Neelam.patel@airliquide.com  /  913.343.5762

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 placing more focus on the elements impacting a positive customer experience which will have a favorable impact on Division/Region profitability. 

Key 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.

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Are you a MATCH?

Required 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.

Preferred Qualifications

• Experience in the bulk/gas industry.

• Working knowledge of SAP or other ERP systems.

• Familiarity with the packaged gas distribution business, specifically cylinder processing and maintenance operations.

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Benefits