Assoc Specialist, Business Suppt.sales.customer Ops

**Assoc Specialist, Business Suppt.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.JOB DESCRIPTIONiGLOBAL JOB TITLE:LOCAL JOB TITLE:Sr Account Specialist, Customer ServiceSr Account Specialist, Customer ServiceREPORTS TO POSITION: Assoc Manager, Customer ServiceGBU/REGION/FUNCTION: North AmericaDEPARTMENT: Customer ServiceLOCATION: AmericasJOB CODE/ GRADE: CSR0587/ 35GENERAL SUMMARY OF POSITIONReporting directly to the Customer Service Supervisor, the Senior Account Specialist is directlyresponsible for relationship management, accurate order processing and fulfillment, and customerretention of an account portfolio for Industrial and Healthcare customers with an annual sales valueup to $120M. The Account Specialist serves as the primary point of contact for an assignedportfolio of accounts within a predefined region in partnership with respective field sales. This rolewill provide customer support by analyzing and processing orders; and responding to customer andfield sales requests and inquiries. The Senior Account Specialist will collaborate with crossfunctional business partners including Supply Chain, Finance, Marketing and Distribution Centersto facilitate a best in class customer experience.Peer PositionsSenior Account SpecialistDirect Reports Indirect ReportsN/A N/ARESPONSIBILITIES & 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; andRegional)- Ensure customer retention by establishing and fostering sustainable relationships throughopen 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 correctiveaction or adjustment and confirming resolution- Partner with field sales to oversee and manage the customer experience for an assignedregion; soliciting and documenting customer feedback; identifying and reportingopportunities for improvement to leadershipPage 2 of 3- Proactively partner and collaborate with cross-functional business partners to provide aseamless 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 todeliver service excellence, exceeding customer expectations- Anticipate, identify and create sales/customer related reports to benefit both the customerand organization in achieving sales goalsKEY POSITION REQUIREMENTSEducation- Undergraduate degree preferred and/or equivalent experienceExperience- 5+ years customer service experience- Oracle experience preferred- Salesforce or CRM experience- Proficiency in MS OfficeKnowledge 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 respondto crises- Ability to understand, implement, enforce company policies, SOP’s and work-flows.- Able to handle frustrated and angry customers with patience and diplomacy, continuallylooking to find solutions in the best interest of the customer and the companyDesirable Job Competencies- Excellent interpersonal communication (oral and written), and organizational skills- Ability to work well independently and in a team environmentPage 3 of 3- Customer focus- Excellent organizational and critical thinking skills- Strong work ethic and customer service mentalityi The above job description is intended to describe the general content, identify the essential functions of, andrequirements for the performance of this job. It is not to be construed as an exhaustive statement of duties,responsibilities or requirements. Ansell retains the right to modify these duties as required.**Primary Location**: Mexico-Queretaro-Queretaro**Work Locations**: MX 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**Job**: Sales**Organization**: LAC Region**Schedule**: Full-time**Employee Status**: Regular**Job Ty