Sr Supervisor, Customer Service

at  Ansell

Sr Supervisor, Customer Service - (30007683)
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.
Our vision is to create a world where people can enjoy optimal protection against the risk they are exposed to. Whether at work or during their leisure time, people require the right protection for the right application. After all, what better guarantee is there than increased safety, security and productivity than through adequate protection.

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 an Sr Supervisor, Customer Experience

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.

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
Desirable Job Competencies
 Customer Service
 Excellent organizational and critical thinking skills
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 Strong work ethic and customer service mentality
 Supervision or coaching skills
 Product and Market knowledge
Additional Requirements (travel, etc.)
 Minimal travel upon request

ROLE PROFILE

Position Titile: Sr Supervisor, Customer Experience
Job Location: Queretaro MX
Job Type: Full-Time
Sr Supervisor, Customer Experience

RESPONSIBILITIES & SPECIFIC ACCOUNTABILITIES

Manage the workload, staffing and prioritization of assignments to meet service
level agreements
 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.
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 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 meeting to ensure adequate communication and foster
teaming
 Possess a clear understanding of Ansell’s Global Supply Chain, using that knowledge to
deliver service excellence, exceeding customer expectations
 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