Customer Process Specialist
On-site · Allentown, Pennsylvania, United States
Job Summary
The CPS provides support services across all phases of the Airgas customer experience, focusing on disputes resolution and accurate billing. Key duties include researching account history and pricing to identify root causes of disputes, correcting billing errors and misapplied payments in SAP, managing billing blocks and related letters of undertaking and purchase-order blocks, conducting cylinder asset/balance reconciliations, processing credit memos and customer payments from dispute resolutions, managing cash collections for Tier 1 and 2 accounts, tracking dispute trends for process improvements, and maintaining detailed communications logs while collaborating with internal collections, sales, and field teams.
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
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