Customer Support Specialist

R10021499 Customer Support Specialist (Open) Location: Independence, OH - Rockside Woods Blvd - Management - AMG-Corp How will you CONTRIBUTE and GROW? Customer Support Specialist - Position located in Independence, Ohio! - Monday through Friday work schedule - Workplace flexibility and great team environment - Opportunity for career growth - Finance, Accounting, or Leadership potential! How will you CONTRIBUTE and GROW? The Customer Support Specialist resolves customer account problems by researching, analyzing and communicating with customers and Airgas associates in all areas of the company to obtain the needed information to solve customer account issues.
Customer Support Specialists also provide administrative support for the Credit & Collections Department of Airgas North Division, as assigned by the Supervisor.
- Provides prompt and accurate assistance during incoming customer phone calls through the hunt line.
Customer service may include such requests as supplying invoice copies or proofs of delivery; accepting payments on account or answering customer questions.
- Responsible for investigation, documentation, and resolution of short paid and full invoice customer disputes, utilizing SAP's Dispute Management module.
Communication with the customer is required where necessary, along with collaboration with internal team members in Sales, Collections, Cash Applications, branches or other BSC departments to quickly resolve disputed AR items according to Airgas standards of performance.
- Identifies the root cause of disputes regarding customer accounts ensuring a permanent fix is implemented in SAP to prevent continuing customer issues.
Provides needed corrections directly through the partnering with other internal departments.
- Determines appropriateness of use of automatic dispute write off within the Dispute Management module.
Accuracy and integrity in the use of this functionality is imperative due to the sensitive nature of writing off AR amounts for the Regional Company and Airgas.
Due diligence and documentation of research is required.
- Responsible for the accurate and timely data entry of credit memo requests.
Reviews and validates credit memo requests to ensure appropriate approvals have been obtained and root-cause problem areas have been solved.
- Responsible for entry of cylinder audit requests or cylinder adjustment requests as determined appropriate through research.
- Special projects and other duties as assigned.
________________________ Are you a MATCH? - High School Diploma/GED required.
- Prior experience in a high-volume, fast-paced office environment with customer facing activities, internal or external.
- Proficient in Google suite applications and/or Microsoft Office (Word, Excel.
Prior SAP experience is preferred.
- Exhibits customer focused behavior such as building positive relationships and strives to understand customer's needs, both internal and external.
- Demonstrates effective decision making skills.
- Ability to analyze data and identify root cause of problem.
- Ability to deal with difficult situations in a diplomatic and professional manner.
- Pleasant, interested and knowledgeable demeanor on the phone - Excellent oral and written communication and interpersonal skills.
Ability to adjust communication method based on customer situation.
- A positive approach and willingness to learn.
- Team player with the ability to work with a diverse group of individuals.
_________________________ 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.
_________________________ Equal Employment Opportunity Information We are an equal opportunity employer.
We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
Please click here to view the EEO Know Your Rights poster and here to view the Pay Transparency Nondiscrimination poster.
Airgas, an Air Liquide Company invites any applicant and/or employee to review the Company’s written Affirmative Action Plan or Policy Statement.
This plan or policy statement is available for inspection upon request by contacting Human Resources at 844-myHR4AG (844-694-7424).
Airgas, an Air Liquide Company and its group of companies 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 phone at 844-myHR4AG (844-694-7424) or by email to us-accommodationrequest@airgas.
com.