Temp - Account Specialist
Ansell - Iselin, NJ
Employment Type : Full-Time
Temp - Account Specialist - (30002942)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.
GENERAL SUMMARY OF POSITIONAnsell, a leading global provider of protection solutions, is currently recruiting for a Customer Service Representative in Customer Service. The Customer Service Representative 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 Customer Service Representative 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 Customer Service Representative 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 life cycle 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
- College degree preferred or equivalent experience
Experience- eCommerce experience required
- Oracle experience preferred
- Salesforce or CRM experience
- Proficiency in MS Office
- 5+ years customer service experience
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 work-flows.
- 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
- Customer focus
- Excellent organizational and critical thinking skills
- Strong work ethic and customer service mentality
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Primary Location: United States-New Jersey-Iselin Work Locations: US NJ Iselin 111 Wood Avenue South 111 Wood Avenue South Iselin 08830 Job: Administration Organization: NA Region Schedule: Full-time Employee Status: Contractual Job Type: Temporary Work Job Level: Associate Job Posting: Dec 7, 2020, 1:28:53 PM