Supervisor, Customer Experience - Customer Operations
Ansell
- Experience
- 3+ yrs
- Location
- Navi Mumbai, Maharashtra, India
- Job type
- Full-time
About the role
%3Cdiv style=%22border-width:100%;direction:ltr;%22%3E%3Cdiv style=%22direction:ltr;margin-left:0in;margin-top:0in;width:6.2472in;%22%3E%3Cdiv style=%22direction:ltr;margin-left:0in;margin-top:0in;width:6.2472in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3E%26nbsp;%3C/p%3E%3Cp style=%22margin:0in;%22%3E%26nbsp;%3C/p%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3E%26nbsp;%3C/p%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3E%26nbsp;%3C/p%3E%3Cdiv style=%22direction:ltr;%22%3E%3Ctable style=%22border-collapse:collapse;border-color:#A3A3A3;border-width:0pt;direction:ltr;%22 border=%220%22 cellpadding=%220%22 cellspacing=%220%22 valign=%22top%22 title=%22%22 summary=%22%22%3E%3Ctbody%3E%3Ctr%3E%3Ctd style=%22background-color:#DFDFDF;border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:5.5291in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3E%26nbsp;%3C/p%3E%3C/td%3E%3Ctd style=%22background-color:#DFDFDF;border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:.5548in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3E%26nbsp;%3C/p%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:5.6173in;%22%3E%3Cp%3E%3Cbr%3E%3Cstrong%3EGENERAL SUMMARY OF POSITION%3C/strong%3E%3C/p%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3ECustomer Service Representative provides maximum customer satisfaction by efficiently managing:%3Cbr%3E- %3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3Ethe customer portfolio of his/her business or region%3C/span%3E%3Cbr%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3E- all internal customer service-related processes in close cooperation with his/her internal customers like Sales, Logistics, Marketing, Credit %26amp; Control and Master Data%3C/span%3E%3C/p%3E%3C/td%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:.5in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3E%26nbsp;%3C/p%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:5.5291in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin-bottom:0pt;margin-top:6pt;%22%3E%26nbsp;%3C/p%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3E%3Cstrong%3ERESPONSIBILITIES %26amp; SPECIFIC ACCOUNTABILITIE%3C/strong%3E%3C/p%3E%3C/td%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:.5548in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3E%26nbsp;%3C/p%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:5.6263in;%22%3E%3Cul style=%22direction:ltr;margin-bottom:0in;margin-top:0in;unicode-bidi:embed;%22 type=%22disc%22%3E%3Cli style=%22margin-bottom:0pt;margin-top:4pt;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EAct as prime contact person for the customers of his/her portfolio%3C/span%3E%3C/li%3E%3Cli style=%22margin-bottom:0pt;margin-top:0pt;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EEnsure timely delivery of correct product to his/her customers, manage back-order situations and propose alternative solutions where possible%3C/span%3E%3C/li%3E%3Cli style=%22margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EManage (receive, register, follow-up and report) all service complaints received from his/her customer and ensure a professional and pro-active feedback to the customer%3C/span%3E%3C/li%3E%3Cli style=%22margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EMonitor the price and contract management process by keeping the overview of the prices active for his/her customers and ensure that they are correctly registered into the system%3C/span%3E%3C/li%3E%3Cli style=%22margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EManage all issues related to pricing errors in liaison with the Credit %26amp; Control department and the sales team%3C/span%3E%3C/li%3E%3Cli style=%22margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EFollow up outstanding customer orders and proactively provide customers with an updated open order status%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EProvide reports on the customer order status, shipments and backorders as required%3C/span%3E%3C/li%3E%3Cli style=%22margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EKeep track of sample deliveries to his/her customers and follow-up on customer%3C/span%3E%3C/li%3E%3C/ul%3E%3C/td%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:.5in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3E%26nbsp;%3C/p%3E%3C/td%3E%3C/tr%3E%3C/tbody%3E%3C/table%3E%3C/div%3E%3Cdiv style=%22direction:ltr;%22%3E%3Ctable style=%22border-collapse:collapse;border-color:#A3A3A3;border-width:0pt;direction:ltr;%22 border=%220%22 cellpadding=%220%22 cellspacing=%220%22 valign=%22top%22 title=%22%22 summary=%22%22%3E%3Ctbody%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:6.0993in;%22%3E%3Cul style=%22direction:ltr;margin-bottom:0in;margin-top:0in;unicode-bidi:embed;%22 type=%22disc%22%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EProvide commercial support to the Sales team%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3ECo-ordinate all activities related to ISC tasks.%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3ETimely and accurately ensure all operational activities in ERP%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EEnsure back-up activities for his/her colleagues within language skill%3C/span%3E%3C/li%3E%3C/ul%3E%3Cul style=%22direction:ltr;margin-bottom:0in;margin-top:0in;unicode-bidi:embed;%22 type=%22disc%22%3E%3Cli style=%22margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22color:#212121;font-family:Calibri;font-size:11.0pt;%22%3EManage the correct reception of the customer orders in her/his area of expertise (GBU/market) by ensuring that the incoming orders are timely and correctly registered into ERP system%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0pt;margin-top:0pt;vertical-align:middle;%22%3E%3Cspan style=%22color:#212121;font-family:Calibri;font-size:11.0pt;%22%3ECreate order acknowledgment and send to the customer%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22color:#212121;font-family:Calibri;font-size:11.0pt;%22%3ECreate delivery order confirmation and send to the customer, TSM and CSR%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22color:#212121;font-family:Calibri;font-size:11.0pt;%22%3EIdentify problems and report them to more experienced team member or lead%3C/span%3E%3C/li%3E%3Cli style=%22margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22color:#212121;font-family:Calibri;font-size:11.0pt;%22%3EDeliver KPI, identify failures’ root cause; implement corrective action with lead/manager supervision%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22color:#212121;font-family:Calibri;font-size:11.0pt;%22%3EEnsure correct and chronological filing of the orders%3C/span%3E%3C/li%3E%3C/ul%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:6.084in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin-bottom:0pt;margin-top:7pt;%22%3E%26nbsp;%3C/p%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3E%3Cstrong%3EKEY POSITION REQUIREMENTS%3C/strong%3E%3C/p%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:6.084in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin-bottom:0pt;margin-top:2pt;%22%3E%3Cstrong%3EEducation%3C/strong%3E%3C/p%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:6.0993in;%22%3E%3Cul style=%22direction:ltr;margin-bottom:0in;margin-top:0in;unicode-bidi:embed;%22 type=%22disc%22%3E%3Cli style=%22margin-bottom:0pt;margin-top:4pt;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EUniversity degree or equivalent obtained by experience in a similar environment%3C/span%3E%3C/li%3E%3C/ul%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:6.084in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin-bottom:0pt;margin-top:3pt;%22%3E%3Cstrong%3EJob Experience%3C/strong%3E%3C/p%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:6.0993in;%22%3E%3Cul style=%22direction:ltr;margin-bottom:0in;margin-top:0in;unicode-bidi:embed;%22 type=%22disc%22%3E%3Cli style=%22margin-bottom:0pt;margin-top:2pt;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EAt least 3 - 5 years of experience in an international customer support position%3C/span%3E%3C/li%3E%3C/ul%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:6.084in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin-bottom:0pt;margin-top:9pt;%22%3E%3Cstrong%3EKnowledge and Skills%3C/strong%3E%3C/p%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:6.0993in;%22%3E%3Cul style=%22direction:ltr;margin-bottom:0in;margin-top:0in;unicode-bidi:embed;%22 type=%22disc%22%3E%3Cli style=%22line-height:14pt;margin-bottom:0pt;margin-top:2pt;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EFluent and good oral and written knowledge in English.%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EExperience in order management in ERP (SAP is a plus)%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EAnalytical capabilities, ability to interpret reports, listings, forecasts%3C/span%3E%3C/li%3E%3Cli style=%22margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EPC literate: good knowledge of PC, network and standard packages used under Windows.%3C/span%3E%3C/li%3E%3C/ul%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:6.084in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin-bottom:0pt;margin-top:8pt;%22%3E%3Cbr%3E%3Cstrong%3EDesirable Job Competencies%3C/strong%3E%3C/p%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:6.0993in;%22%3E%3Cul style=%22direction:ltr;margin-bottom:0in;margin-top:0in;unicode-bidi:embed;%22 type=%22disc%22%3E%3Cli style=%22line-height:14pt;margin-bottom:0pt;margin-top:2pt;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EHas a passion for the customer (customer-focused)%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3ECommercial attitude%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EExcellent communication skills%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0pt;margin-top:0pt;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EPresentation skills%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EStress resistant%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3ESelf-organized and process oriented%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EAttentive to the details%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EPersevering and driven by result%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3ETeam player%3C/span%3E%3C/li%3E%3Cli style=%22margin-bottom:0pt;margin-top:0pt;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EMature, dynamic, creative and assertive%3C/span%3E%3C/li%3E%3C/ul%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:6.0993in;%22%3E%3Cul style=%22direction:ltr;margin-bottom:0in;margin-top:0in;unicode-bidi:embed;%22 type=%22disc%22%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EPerformance and quality driven%3C/span%3E%3C/li%3E%3Cli style=%22line-height:14pt;margin-bottom:0;margin-top:0;vertical-align:middle;%22%3E%3Cspan style=%22font-family:Calibri;font-size:11.0pt;%22%3EFlexible and able to work in a changing environment%3C/span%3E%3Cbr%3E%26nbsp;%3C/li%3E%3C/ul%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:6.084in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin-bottom:0pt;margin-top:6pt;%22%3E%3Cstrong%3EAdditional Requirements (travel, etc.)%3C/strong%3E%3C/p%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin-bottom:0pt;margin-top:2pt;%22%3EOccasional QSMs and customer visits%3C/p%3E%3C/td%3E%3C/tr%3E%3C/tbody%3E%3C/table%3E%3C/div%3E%3Cp style=%22font-family:%26quot;Times New Roman%26quot;;font-size:10.0pt;margin-bottom:0pt;margin-top:2pt;%22%3E%3Cspan style=%22mso-spacerun:yes;%22%3E%26nbsp;%3C/span%3E%3C/p%3E%3Cdiv style=%22direction:ltr;%22%3E%3Ctable style=%22border-collapse:collapse;border-color:#A3A3A3;border-width:0pt;direction:ltr;%22 border=%220%22 cellpadding=%220%22 cellspacing=%220%22 valign=%22top%22 title=%22%22 summary=%22%22%3E%3Ctbody%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:.6673in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3E%26nbsp;%3C/p%3E%3C/td%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:.5548in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3E%26nbsp;%3C/p%3E%3C/td%3E%3C/tr%3E%3Ctr%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:.6673in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3E%26nbsp;%3C/p%3E%3C/td%3E%3Ctd style=%22border-width:0pt;padding:2.0pt 3.0pt;vertical-align:top;width:.5548in;%22%3E%3Cp style=%22font-family:Calibri;font-size:11.0pt;margin:0in;%22%3E%26nbsp;%3C/p%3E%3C/td%3E%3C/tr%3E%3C/tbody%3E%3C/table%3E%3C/div%3E%3C/div%3E%3C/div%3E%3C/div%3E
About Ansell
Manufactures and distributes personal protective equipment and safety solutions.
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