Customer Experience Manager

Location:

• Collaborate with Regional Leadership to identify training needs and solve problems related to the customer experience. Specifically tied to the overall order to cash process.

• Be proficient in analyzing the data with the Customer Effort Score (CES) Power BI dashboard.

• Identify and share best practices within the Northeast Branches Operations.

• Responsible for coaching and developing customer-facing associates.

• Accountable for reaching and exceeding regional CX goals set forth for the team.

• Root cause analysis to identify improvement opportunities with our current processes.

• Assist the Customer Experience Director in identifying systems and procedural improvements.

• Collaborate with peers across the North division and share best practices, ideas and recommendations for continuous improvement opportunities.

• Voice of the Customer (VOC) Survey - Analyze results and provide support and suggestions for CX improvement.

• Deliver SAP classroom training in the field or virtual using Google Meets.

• Facilitate scheduled lab sessions to support the classroom training.

• Manage classroom attendance and administer training course assessments through Airgas University.

• Participate in periodic team status updates.

• Collaborate with project team members in a positive and constructive manner.

• Ability to travel up to 50% of the time.

• Excellent understanding of our business - including branch or plant activities and working SAP knowledge.

• High level of organizational and time management skills.

• Effective presentation skills - must be comfortable in front of a group.

• Excellent communications skills - able to express themselves clearly and concisely.

• Team player - willing to listen, learn, participate, challenge, contribute in a team environment.

• Proficient in Google Applications - primarily Slides, Docs, Sheets and Gmail.

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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 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.

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 email at us-accommodationrequest@airgas.com.

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