**Customer Service Representative OLAC** **-** **(**30007865**)**
**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.
**Why Ansell**
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.
**Why we do it**
Safety culture is what we believe in! Protecting people and protecting the planet through innovation and sustainability is what we are passionate about. Ansell's purpose is protection! Come join a trusted market leader!
**Ansell is looking for a** **Customer Service Representative OLAC**
**About this opportunity**
**Role Profile**
Position Titile**:Customer Service Representative**
Job Location: Queretaro MX
**Job Type**: Full-Time
Reports to Sr Supervisor Customer Service
**What would this role look like in detail?**
**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.
- **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 workflows.
- 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
International Trade Knowledge
**Equal Opportunity Employer**
**Our Commitment to Diversity Equity and Inclusion**
Ansell's vision is about creating safe spaces where diverse perspectives are valued alongside individual contributions.