**Assoc Specialist, Business Suppt.Sales.Customer Ops** **-** **(**30008544**)**
**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.
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
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
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
Customer focus
Excellent organizational and critical thinking skills
Strong work ethic and customer service mentality
functional business partners including Supply Chain, Finance, Marketing and Distribution Centers
to facilitate a best in class customer experience.
**Primary Location**: Mexico-Queretaro
**Job**: Sales
**Organization**: Commercial Americas
**Schedule**: Full-time
**Job Type**: Standard
**Job Level**: Associate
**Job Posting**: Nov 4, 2024, 8:35:10 AM