Shared Business Services/ Customer Support Services Manager

At Air Products, our purpose is to bring people together to reimagine what’s possible, collaborate and innovate solutions to the world’s most significant energy and environmental sustainability challenges. Grow with us as we embark on building tomorrow together by being the safest, most diverse and most profitable industrial gas company in the world.  

Reimagine What’s Possible 

As the North America Customer Support Manager, you will take ownership for Customer Support Services in North America.  Customer Support Services accountabilities include customer master data, customer billing and dispute resolution, and accounts receivable collection strategies and execution. The incumbent is the single point of contact and escalation point in the North America region for senior business leaders, functional leaders, customers and other external contacts.  The manager oversees a regional team of customer support specialists in Allentown, PA. Superior performance in customer support services is critical for best-in-class cash from operations and is a critical component of delivering on our Company’s growth strategy. 

In addition, the North America Customer Support Manager will take on the responsibility for the Company’s Global Accounts Receivable Reporting. Global Accounts Receivable Reporting is an important communication tool with senior executives measuring their progress towards accounts receivables targets, a critical component of generating cash from operations in support of our strategic ambitions as a Company.  

  
Principal Responsibilities

This is a management position leading a high performing team in Allentown, PA whose ultimate objective is to collect cash owed the Company from its trading partners.  The incumbent is expected to drive superior performance in customer data quality, billing accuracy, and collections efficiency. Superior performance in these areas is critical to generating cash and reducing borrowings and related interest expense.  We closely measure progress against these expectations and publish monthly key performance indicators (KPIs).

The manager will be responsible for hiring, training, retaining a staff of 25 personnel in a challenging, high transaction volume work environment in a relatively low turnover setting. Our internal and external stakeholders are demanding in terms of quality, clarity, and response time given the high dollar volumes at stake.

The manager is expected to identify and implement process and efficiency improvements, to include modifying collections strategies to improve performance, developing new tools for customer master data and pricing formulae processes, automating tasks using robotic process automation and Agile Point workflows, and optimizing payment protocols (credit card, check, ACH, wire, etc).

The incumbent must build effective relationships and influence all levels of the regional organization, including regional functional executives and business segment leaders. Therefore, the incumbent must be an excellent collaborator, who can design win-win strategies.

The manager will establish and maintain a robust process for reporting global accounts receivable performance, establish receivable performance targets for all geographies, and assists with calculating accounts receivable components of sales incentive targets.

A key accountability is to ensure sustainable internal controls are in place to meet US and local GAAP requirements in the region including compliance with Sarbanes Oxley.

Minimum Qualifications & Experience

This position requires excellent business acumen, an understanding of different product offerings, an appreciation for the markets and macro environment in which our customers operate, strong leadership skills, and ability to communicate effectively with senior finance and business leaders at customer organizations. Specifically:

• Bachelor’s degree in finance, business administration or related field preferred. 

• 10 years’ experience in credit, collections and master data with passion for improving working capital by reducing overall accounts receivable

• Strong communication and interpersonal skills, people knowledge & influence skills, data analysis (financial and technical), computer skills, self-motivation

• Strong reporting skills to a broad set of stakeholders including senior leaders to show status of Accounts receivable KPIs against targets

• Working knowledge of SAP, with a particular emphasis on the SAP Financial Supply Chain Management

• Strong problem-solving skills with a solutions-oriented mindset

Key Skills

• Must be able to lead and manage people, and build strong cross functional relationships with stakeholders inside and outside the organization

• Process and process improvement focused with an emphasis on automation and controls

What's In It for You:

At Air Products we foster a culture of inclusion where every voice is heard, and everyone feels they belong and matter. Additionally, we offer competitive pay and great benefits for our employees.

Check out some of our benefits below! 

• Affordable Medical, Dental and Vision Insurance (day 1 of employment)  

• 401k with 100% vested company core AND company match (8%) 

• Paid Vacation, holidays, flexible holiday sick time 

• Paid Parental leave (Up to 8 weeks )  

• Backup Child and Adult Care benefit  

• Adoption assistance   

• Flexible spending accounts (medical, dependent daycare)  

• Life Insurance (AD&D- Paid for by Air Products), Supplemental AD&D  

• Legal Plan & Identity theft coverage   

• EAP (Employee Assistance Program)  

• Many more supplemental benefits available

#LI-MO2

#LI-Onsite

We are the world’s largest hydrogen producer with over 80 years of industrial gas experience. We are hydrogen and industrial gas experts delivering safe, end-to-end solutions, investing in real, clean energy projects at scale, and driving the industry forward to generate a cleaner future. 

At Air Products, we work in an environment where we put safety first, diversity is essential, inclusion is our culture, and each person knows they belong and matter. To learn more, visit About Air Products. 

We offer a comprehensive benefits package including paid holidays and vacation, affordable medical, dental, life insurance and retirement plans. You will be eligible for benefits and also be 100% vested in your retirement benefits on your first day of employment.  
  
We are an Equal Opportunity Employer (U.S.).  You will receive consideration for employment without regard to race, color, religion, national origin, age, citizenship, gender, marital status, pregnancy, sexual orientation, gender identity and expression, disability, or veteran status.  

Air Products is committed to working with and providing a reasonable accommodation to individuals with disabilities. If you have a disability and you believe you need a reasonable accommodation to search for a job opening or to submit an online application, please e-mail us at talent@airproducts.com. General application status inquiries are not answered by this mailbox rather you’ll receive an e-mail directly from our Career Center and/or the Talent Acquisition Specialist.