Job Description - Sr Supervisor, Customer Service (30007683) About this opportunity Role Profile Position Title: Sr Supervisor, Customer Experience Job Type: Full-Time
GENERAL SUMMARY OF POSITION: The Customer Service Supervisor oversees a team of Customer Service Representatives and Customer Insight Associates who are responsible for managing the order lifecycle process for customers across all divisions. The Sr Supervisor will ensure excellence in account management and customer relationships for total sales of $400M. The supervisor will be first in line to handle escalated customer matters professionally, demonstrating best in class service, commitment to customer satisfaction, balanced with a concern for the fiscal health of the organization. The position approves settlements up to $2.5k and prioritization of work assignments. Frequent interaction and effective communication are key with customers, sales leadership, IT, Finance, Supply Chain, and Logistics.
RESPONSIBILITIES & SPECIFIC ACCOUNTABILITIES Manage the workload, staffing, and prioritization of assignments to meet service.Direct the Customer Service team to ensure responsiveness and accuracy on emails, orders, and calls in line with KPIs to support sales growth.Analyze dashboards to assign orders and customer inquiries in conjunction with staffing and service level requirements.Complaints and resolution management.Approve settlements up to $2.5K.Develop direct reports by creating development plans and identifying training needs using the performance appraisal and development tools.Provide coaching and mentoring while partnering with the Quality and Training Manager to identify training opportunities and areas of improvements.Conduct weekly team meetings to ensure adequate communication and foster teaming.Possess a clear understanding of Ansell's Global Supply Chain, using that knowledge to identify and lead team building opportunities.When necessary, support daily operations to make sure we meet SLA's and KPI's.Special projects and assignments as needed.Assist with documentation needed for all audits including ISO requirements.KEY POSITION REQUIREMENTS Education: University Degree preferred and/or equivalent experience.
Job Experience: 10 years Customer Service.3 years Supervision.ERP experience, preferably Oracle ERP.CRM experience, preferably Salesforce.Proficiency in MS Office.Knowledge and Skills: Soft skills and mentoring capabilities.Good business knowledge of order-to-cash flows.High level of communication skills.Demonstrate exceptional problem solving and analytical skills.Coaching, team, and workload management.Excellent organizational and critical thinking skills.Strong work ethic and customer service mentality.Supervision or coaching skills.Product and Market knowledge.Minimal travel upon request.Equal Opportunity Employer At Ansell we value diversity and understand that what adds up is precisely varied ideas and points of view. Therefore, race, color, religion, creed, national origin, sex and gender identity, nationality, disability or mental disability, sexual orientation, ancestry, or age, will not prevent you from being part of our team.
Our Commitment to Diversity Equity and Inclusion Ansell's vision is about creating safe spaces where diverse perspectives are valued alongside individual contributions. We believe everyone, no matter how that person self-identifies, deserves an opportunity to achieve success.
Primary LocationMexico-Queretaro-Queretaro
Work LocationsMX 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
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