*assoc specialist, business suppt.sales.customer ops* *-* *(*30004685*)*
*description*
ansell is a leading global provider of protection solutions.
our company designs, develops and manufactures a wide range of protection solutions that meet the ever-changing needs and demands of our markets and industries.
protection is our primary concern as millions of people around the world depend on ansell in their professional and personal lives.
job descriptioni
global job title:
local job title:
sr account specialist, customer service
sr account specialist, customer service
reports to position: assoc manager, customer service
gbu/region/function: north america
department: customer service
location: americas
job code/ grade: csr0587/ 35
general summary of position
reporting directly to the customer service supervisor, the senior account specialist is directly
responsible for relationship management, accurate order processing and fulfillment, and customer
retention of an account portfolio for industrial and healthcare customers with an annual sales value
up to $120m.
the account specialist serves as the primary point of contact for an assigned
portfolio of accounts within a predefined region in partnership with respective field sales.
this role
will provide customer support by analyzing and processing orders; and responding to customer and
field sales requests and inquiries.
the senior account specialist will collaborate with cross
functional business partners including supply chain, finance, marketing and distribution centers
to facilitate a best in class customer experience.
peer positions
senior account specialist
direct reports indirect reports
n/a n/a
responsibilities & specific accountabilities
- manage the order lifecycle process for all customers in assigned portfolio of accounts
(industrial and healthcare; distributors and end-users; global and national partners; and
regional)
- ensure customer retention by establishing and fostering sustainable relationships through
open and proactive communication with internal and external customers
- monitor, report and document service complaints by clarifying customer complaints;
determining root cause; identifying and explaining the best solution; expediting corrective
action or adjustment and confirming resolution
- partner with field sales to oversee and manage the customer experience for an assigned
region; soliciting and documenting customer feedback; identifying and reporting
opportunities for improvement to leadership
page 2 of 3
- proactively partner and collaborate with cross-functional business partners to provide a
seamless customer experience and achieve departmental kpis
- represent ansell as the global product innovator by providing technical product expertise,
recommending solutions that meet customers' protection needs
- possess a clear understanding of ansell's global supply chain, using that knowledge to
deliver service excellence, exceeding customer expectations
- anticipate, identify and create sales/customer related reports to benefit both the customer
and organization in achieving sales goals
key position requirements
education
- undergraduate degree preferred and/or equivalent experience
experience
- 5+ years customer service experience
- oracle experience preferred
- salesforce or crm experience
- proficiency in ms office
knowledge and skills
- ability to inspire trust
- good business knowledge of order-to-cash flows
- ability to work under pressure in a fast-paced environment
- demonstrate exceptional problem solving and analytical skills
- manage expectations of internal and external customer and deliver on those expectations
- emotional maturity and demonstrated situational awareness skills to appropriately respond
to crises
- ability to understand, implement, enforce company policies, sop's and work-flows.
- able to handle frustrated and angry customers with patience and diplomacy, continually
looking to find solutions in the best interest of the customer and the company
desirable job competencies
- excellent interpersonal communication (oral and written), and organizational skills
- ability to work well independently and in a team environment
page 3 of 3
- customer focus
- excellent organizational and critical thinking skills
- strong work ethic and customer service mentality
i the above job description is intended to describe the general content, identify the essential functions of, and
requirements for the performance of this job.
it is not to be construed as an exhaustive statement of duties,
responsibilities or requirements.
ansell retains the right to modify these duties as required.
*primary location*: mexico-queretaro-queretaro
*work locations*: mx queretaro sierra de zimapán no.4 int.
69 bvld.
bernardo quintana no.
7001-c, q7001 torre ii.
oficinas 1304, 1305 y 1306.
col. Centro sur, c.p.
queretaro 76079
*job*: sales
*organization*: lac region
*schedule*: full-time
*employee status*: regular
*job ty