Ansell
Assoc Manager, eCommerce & Customer Success
Ansell, Woodbridge, New Jersey, United States,
Why Ansell?
Ansell is a leading global provider of protection solutions designed, developed, and manufactured to 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. Driven by passion and ambition, we have developed a comprehensive strategy to change our business and build a more sustainable future. We have declared sustainability as the foundation of a new purpose fully integrated into our business strategy at Ansell: Thinking of People and Planet First. Ansell’s vision is heavily focused on Diversity, Equity, and Inclusion to create safe spaces where diverse perspectives are valued alongside individual contributions. It is our view that togetherness prevails over individuality. Ansell’s purpose is protection in every way! Come join a trusted market leader!
What will you get from Ansell?
Competitive compensation plan, base salary, and annual incentiveHealth Benefits: medical, dental, vision, short term and long- term disability and wellness programs401-k plan with company matchPaid time off (vacation, sick and personal days) 12 paid holidaysContinuing Education ReimbursementFlexible and hybrid work modelSummer Friday’sRegional Diversity, Equity & Inclusion committeesGreen office conceptCollaborative and Innovative work environment
Ansell is looking for a Manager of eCommerce & Customer Success to join our team in Iselin, NJ!
Role Profile:
Position Title: Manager, eCommerce & Customer SuccessJob Location: Iselin, NJJob Type: Full-TimeStatus: ExemptReports to: Director, Customer Experience
Specific responsibilities include:
Oversight of the e-Commerce and Customer Success Advocate teams. Motivated to continuously improve our e-commerce logistics strategy to drive customer satisfaction. Focus on driving best-in-class customer experience by identifying effective techniques that will enhance professional relationships with customers, leverage digital platforms to enhance service capabilities, promote innovative processes, foster continuous improvement, and enable a strong workforce by combining strategic planning with employee engagement.
What would this role look like in detail?
eCommerce :
Partner with existing training lead for material development and execution of customer service training.Take ownership of the eCommerce webstore, address all customer e-commerce concerns, coordinate to address issues with various departments and collaborate with appropriate parties for resolution.Develop and monitor SLAs and KPIs while partnering with leadership to deliver a best-in-class customer experience.Optimize staffing schedules based on volume and need for e-commerce webstore.Manage chargeback for online marketplaces including Amazon.Co-manage all customer inquiries and issues related to order fulfillment including order management and returns.Support expansion of webstore into the Americas by training colleagues in Mexico and Brazil.
Customer Success:
Facilitate, create, lead, and manage cross functional “Pod” teams.Work with cross functional departments to establish strategic development, execution planning, and ensure collaboration for shared goals.Identify KPIs and metrics to monitor and measure departmental productivity, goal achievement, and overall effectiveness.Enhance the departments effectiveness, efficiency, and reputation by exploring opportunities to add value to processes.Identify and analyse emerging trends in quality performance and respective technology.Develop innovative and proactive solutions to address opportunities for improvement.Govern of the various stages of the customer journey to identify gaps in customer facing- processes applying corrective actions and/ or process improvements as needed.Collaborate with Channel & Digital teams to identify promotional and upselling opportunities for the Customer Success Advocates.Develop strategic initiatives that will generate increased revenue building capabilities.Align the marketing and sales teams with Customer Success Advocates to identify prospects for business expansion.
What will you bring to Ansell?
10+ years Customer Service experience.3+ years management experience preferredCRM experience preferably Salesforce (Sales Cloud and Service Cloud).Order management and ERP systems, Oracle preferred.Proficiency in MS Office.Customer Service experience in E-commerce/Internet sales settingExperience working with 3PL logistic companies and Online Marketplaces preferred
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Ansell is a leading global provider of protection solutions designed, developed, and manufactured to 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. Driven by passion and ambition, we have developed a comprehensive strategy to change our business and build a more sustainable future. We have declared sustainability as the foundation of a new purpose fully integrated into our business strategy at Ansell: Thinking of People and Planet First. Ansell’s vision is heavily focused on Diversity, Equity, and Inclusion to create safe spaces where diverse perspectives are valued alongside individual contributions. It is our view that togetherness prevails over individuality. Ansell’s purpose is protection in every way! Come join a trusted market leader!
What will you get from Ansell?
Competitive compensation plan, base salary, and annual incentiveHealth Benefits: medical, dental, vision, short term and long- term disability and wellness programs401-k plan with company matchPaid time off (vacation, sick and personal days) 12 paid holidaysContinuing Education ReimbursementFlexible and hybrid work modelSummer Friday’sRegional Diversity, Equity & Inclusion committeesGreen office conceptCollaborative and Innovative work environment
Ansell is looking for a Manager of eCommerce & Customer Success to join our team in Iselin, NJ!
Role Profile:
Position Title: Manager, eCommerce & Customer SuccessJob Location: Iselin, NJJob Type: Full-TimeStatus: ExemptReports to: Director, Customer Experience
Specific responsibilities include:
Oversight of the e-Commerce and Customer Success Advocate teams. Motivated to continuously improve our e-commerce logistics strategy to drive customer satisfaction. Focus on driving best-in-class customer experience by identifying effective techniques that will enhance professional relationships with customers, leverage digital platforms to enhance service capabilities, promote innovative processes, foster continuous improvement, and enable a strong workforce by combining strategic planning with employee engagement.
What would this role look like in detail?
eCommerce :
Partner with existing training lead for material development and execution of customer service training.Take ownership of the eCommerce webstore, address all customer e-commerce concerns, coordinate to address issues with various departments and collaborate with appropriate parties for resolution.Develop and monitor SLAs and KPIs while partnering with leadership to deliver a best-in-class customer experience.Optimize staffing schedules based on volume and need for e-commerce webstore.Manage chargeback for online marketplaces including Amazon.Co-manage all customer inquiries and issues related to order fulfillment including order management and returns.Support expansion of webstore into the Americas by training colleagues in Mexico and Brazil.
Customer Success:
Facilitate, create, lead, and manage cross functional “Pod” teams.Work with cross functional departments to establish strategic development, execution planning, and ensure collaboration for shared goals.Identify KPIs and metrics to monitor and measure departmental productivity, goal achievement, and overall effectiveness.Enhance the departments effectiveness, efficiency, and reputation by exploring opportunities to add value to processes.Identify and analyse emerging trends in quality performance and respective technology.Develop innovative and proactive solutions to address opportunities for improvement.Govern of the various stages of the customer journey to identify gaps in customer facing- processes applying corrective actions and/ or process improvements as needed.Collaborate with Channel & Digital teams to identify promotional and upselling opportunities for the Customer Success Advocates.Develop strategic initiatives that will generate increased revenue building capabilities.Align the marketing and sales teams with Customer Success Advocates to identify prospects for business expansion.
What will you bring to Ansell?
10+ years Customer Service experience.3+ years management experience preferredCRM experience preferably Salesforce (Sales Cloud and Service Cloud).Order management and ERP systems, Oracle preferred.Proficiency in MS Office.Customer Service experience in E-commerce/Internet sales settingExperience working with 3PL logistic companies and Online Marketplaces preferred
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