Sr Supervisor, Customer Experience.sales.customer

**Sr Supervisor, Customer Experience.Sales.Customer Ops** **-** **(** **)****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 an **Sr Supervisor, Customer Experience****About this opportunity****Role Profile**Position Titile**:Sr Supervisor, Customer Experience**Job Location: Queretaro MX**Job Type**: Full-TimeSr Supervisor, Customer Experience**What would this role look like in detail?****GENERAL SUMMARY OF POSITION**:The Customer Service Supervisor oversees a team of Customer Service Representativesand Customer Insight Associates who are responsible for managing the order lifecycle processfor customers across all divisions. The Sr Supervisor will ensure excellence in accountmanagement and customer relationships for total sales of $400M. The supervisor will befirst in line to handle escalated customer matters professionally, demonstrating best in classservice, commitment to customer satisfaction, balanced with a concern for the fiscal healthof the organization. The position approves settlements up to $2.5k and prioritization ofwork assignments. Frequent interaction and effective communication are key withcustomers, sales leadership, IT, Finance, Supply Chain and Logistics.**RESPONSIBILITIES & SPECIFIC ACCOUNTABILITIES**Manage the workload, staffing and prioritization of assignments to meet servicelevel agreementsorders and calls in line with KPIs to support sales growth- Analyze dashboards to assign orders and customer inquiries in conjunction withstaffing and service level requirements- Complaints and resolution management- Approve settlements up to $2.5K.Page 2 of 3- Develop direct reports by creating development plans and identifying training needsusing the performance appraisal and development tools- Provide coaching and mentoring while partnering with the Quality and TrainingManager to identify training opportunities and areas of improvements- Conduct weekly team meeting to ensure adequate communication and fosterteaming- Possess a clear understanding of Ansell’s Global Supply Chain, using that knowledge todeliver 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 requirementsKEY POSITION REQUIREMENTSEducation- University Degree preferred and/or equivalent experienceJob Experience- 10 years Customer Service- 3 years Supervision- ERP experience, preferably Oracle ERP- CRM experience, preferably Salesforce- Proficiency in MS OfficeKnowledge 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 managementDesirable Job Competencies- Customer Service- Excellent organizational and critical thinking skillsPage 3 of 3- Strong work ethic and customer service mentality- Supervision or coaching skills- Product and Market knowledgeAdditional Requirements (travel, etc.)- Minimal travel upon request**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. It is our view that togetherness prevails over individuality.When we say that everyone deserves to belong, feel included and empowered at work, it's not just words. Rather, it’s what drives Ansell as an organization towards a workforce that reflects the diversity of our community, it’s what drives us to serve our customers and stakeholders with pride, and it’s also what differentiates Ansell. We believe everyone, no matter how that person self-identifies, deserves an opportunity to achieve success.**Primary Location**: Mexico-Queretaro-Queretaro**Work Locat