Customer Experience Dispute Specialist

R10071867 Customer Experience Dispute Specialist (Open)

Location:

Lawrenceville, GA - Sever Rd - Bulk cryo logistics - ANC

How will you CONTRIBUTE and GROW?

The Customer Experience Dispute Analyst is responsible for providing effective solutions to our customers while using our integrated enterprise system SAP and Salesforce. This position is responsible for the accurate review of data along with investigating all elements of a customer’s dispute and providing a permanent resolution. This position will require an individual with exceptional attention to detail, advanced computer skills, willingness to gain knowledge of the business, while providing an exceptional Customer Experience. The right candidate must have a strong “customer service” mindset, the ability to use collaborative approaches, an excellent communicator who expresses consistency in words and actions, and a team player, who takes extreme ownership.

• Obtain, analyze, and process customer generated disputes related to SAP and/or Salesforce
• Excellent phone etiquette is a must
• Determine and process credits and debits to customer accounts as needed
• Correspond with customer to review any and all issues that need to be corrected before dispute is resolved
• Exhibits knowledge of contract pricing, fees, tax status, customer A/R, payments, etc., in order to resolve issues and discrepancies
• Work closely with all internal teams to ensure disputes are completely resolved
• Identify and communicate with management any high-level escalations
• Uphold continuous professional customer experience to both external and internal customers
• Uphold service level agreements to ensure that customers are communicated with in a timely manner
• Handle Inbound and Outbound phone calls with customers and various internal departments on a daily basis to provide resolution
• Exceptional and effective detail orientation with critical thinking to make decisions
• Facilitating changes and updates to customer accounts, providing direction in contract pricing and termination language, while retaining both small and national customers

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Are you a MATCH?

• High school diploma or equivalent (GED) required, a bachelor’s degree a plus

• Prior data management, A/R, and dispute experience required

• Experience with SAP preferred

• Computer proficiency in MS Word, Excel, Access along with working knowledge of google documents required

• Solid retention skills and the ability to adapt in a changing environment

• Excellent business communication in both written and spoken communication

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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, vacation, sick time, floating holidays, and paid holidays for full-time employees. 

We provide a progressive parental leave package for our eligible Airgas parents, offering generous paid time off for the birth or placement of children,  including 14 weeks of paid child birth benefit for birth mothers on leave, as well as paid parental leave benefits for other associates. 

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

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Your differences enhance our performance

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.

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.

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Equal Employment Opportunity Information
 

We are an equal opportunity employer. We evaluate