Customer Experience Director

Location:

We are looking for you !

• Pay: $115,000 - $130,000 Annual

• 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

Airgas Central Division/Intermountain Region is looking for a proven leader to fill the role of Region Customer Experience Director (RCXD); responsible for improving the customer experience and reducing customer churn. In collaboration with Regional Company and Business Support Center leadership and branch associates, the Region Customer Experience Director will identify continuous improvement opportunities and technological enhancements at every step along the customer journey.

In particular, you will:

• Implement best practices and procedures impacting the customer experience in an innovative, customer centric and commercially oriented environment; optimizing each step of the customer journey. Strive towards the goal of creating and maintaining an effortless customer experience resulting in increased customer loyalty, advocacy and increased purchases.

• Drive Customer Experience initiatives within the region.

• Work directly with region Area Branch Operations Coordinators (ABOCs) and branch personnel to improve customer experience, customer stick and ease of the order to cash process, and reduce churn.

• Identify customer life cycle issues and lead change management projects both at branch and region levels

• Lead the region's efforts to minimize/eliminate dispute creation in the field and work collaboratively with the BSC CX team to resolve open disputes and improve branch processes impacting the customer experience (i.e. customer onboarding, order processing, fulfillment, etc.)

• Identify knowledge gaps in the field that are directly related to transactional accuracy/integrity and the Customer Experience and deliver targeted training (with ABOC's) to improve

• Partner with Division Talent Management and Region Leadership to develop CX oriented material for use in new associate recruiting, onboarding, developing, and sustaining.

Required Qualifications

• Leadership & Communication: Strong leadership skills to lead and direct others (locally and virtually); ability to communicate effectively on a regular cadence to senior executives regarding strategies, goals, and status; collaborative and strong ability to connect and influence multiple leadership levels.

• Technical Proficiency: Strong proficiency in Google and Microsoft Office (Word, Excel, PowerPoint, Docs, Sheets, Slides, Gmail, Forms, Google Drive, Meets, and Hangouts).

• Business Operations & Systems: Functional understanding of ERP systems and customer lifecycle management (account creation, sales transactions, collections); understanding of the Central Division Branch Operations Dashboard and critical metrics; experience with SAP, Customer Portals, Oracle, Excel, and integrated reporting systems.

Preferred Qualifications

• Education: Bachelor's degree in business management, marketing, or a related field.

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Benefits

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, short-term and long-term disability, life and accidental death and dismemberment (AD&D) insurance, Employee Assistance Program (EAP), pre-tax commuter transportation benefit, parental leave, vacation, sick time, floating holidays, jury duty and funeral/bereavement leave, and paid holidays for all eligible full-time employees.

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

Associates who are members of collective bargaining units should review their bargaining agreement to determine whether they are eligible for some or all of the benefits described here and to see any special terms or conditions for eligibility.

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Your DIFFERENCES enhance our PERFORMANCE

At Airgas, we are committed to building a 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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About Airgas

Airgas, an Air Liquide company, is a leading U.S. supplier of industrial, medical and specialty gases, as well as hardgoods and related products; one of the largest U.S. suppliers of safety products; and a leading U.S. supplier of ammonia products and process chemicals. Through the passion and diversity of its 18,000 associates, Airgas fosters a culture of safety, customer success, sustainability and innovation. Airgas associates are empowered to share ideas, take initiative and make decisions.

Airgas is a subsidiary of Air Liquide, a world leader in gases, technologies and services for industry and healthcare. Present in 60 countries with approximately 66,500 employees, Air Liquide serves more than 4 million customers and patients.

Join us for a stimulating experience: At Airgas, you matter and so does the work you do. As a member of our team, you play an important role in the success of your team, making sure our products are created sustainably and delivered safely and efficiently. In turn, you'll find a welcoming workplace where you're valued for who you are and where you can fill your potential while growing a fulfilling career - whatever path you choose.

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Equal Employment Opportunity Information

We are an equal opportunity employer. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Airgas, an Air Liquide Company is a Government contractor subject to the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Section 503 of the Rehabilitation Act of 1973.

Airgas 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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