Customer Experience Manager

Airgas - Waterford, CT

Full-time - Mid Level

Waterford, CT

Merchant Wholesalers, Nondurable Goods

About the position

The Customer Experience Manager at Airgas, Inc. is responsible for enhancing customer satisfaction and retention by streamlining processes and providing superior service. This role involves training associates on the SAP system, analyzing customer experience data, and collaborating with regional leadership to identify training needs and improve customer interactions. The position requires up to 50% regional travel and focuses on achieving and exceeding customer experience goals.

Responsibilities

• Contribute towards the goal of above market organic volume growth.
• Retain existing customers and reduce their effort in doing business with Airgas.
• Train associates on the SAP computer system, including new hires and retraining.
• Collaborate with Regional Leadership to identify training needs and solve customer experience problems.
• Analyze data using the Customer Effort Score (CES) Power BI dashboard.
• Identify and share best practices within the Northeast Branches Operations.
• Coach and develop customer-facing associates.
• Accountable for reaching and exceeding regional CX goals.
• Conduct root cause analysis to identify improvement opportunities in current processes.
• Assist the Customer Experience Director in identifying systems and procedural improvements.
• Analyze Voice of the Customer (VOC) Survey results and provide suggestions for CX improvement.
• Deliver SAP classroom training in the field or virtually using Google Meets.
• Facilitate scheduled lab sessions to support classroom training.
• Manage classroom attendance and administer training course assessments through Airgas University.
• Participate in periodic team status updates.
• Collaborate with project team members positively.

Requirements

• Excellent understanding of branch or plant activities and working knowledge of SAP.
• High level of organizational and time management skills.
• Effective presentation skills and comfort in front of a group.
• Excellent communication skills, able to express clearly and concisely.
• Team player willing to listen, learn, and contribute in a team environment.
• Proficient in Google Applications, primarily Slides, Docs, Sheets, and Gmail.

Benefits

• Parental leave
• Paid time off
• Paid holidays
• Sick time
• Tuition reimbursement
• 401(k)