ANSELL - Iselin, NJ
posted 16 days ago
About the position
At Ansell, we aim to deliver innovative safety solutions that enhance people's quality of life. As a global leader in protection solutions, we design and develop a wide range of products including gloves, clothing, and other protective gear, to keep workers safe and productive in industrial, medical, and consumer applications. We are looking for an Associate Manager, eCommerce Customer Service to join our team in Iselin, NJ or Reno, NV. In this position, you will serve as the liaison and subject matter expert for Customer Service regarding the NA webstore and online marketplaces. You will be responsible for training Customer Service teams, addressing optimization opportunities and customer issues with IT, Logistics, and Marketing, reporting on customer satisfaction, and collaborating with Customer Service leadership on strategy and training.
Responsibilities
- Train the Customer Service team and act as the primary e-commerce webstore contact, partnering with the CS training lead on material development.
- Own customer e-commerce concerns, coordinate cross-department issue resolution (forecast, supply, order management, IT, chargeback, assortment, pricing, content, advertising), and escalate when necessary.
- Develop/monitor SLAs and KPIs, optimize staffing schedules, and partner with CS leadership to enhance customer experience.
- Manage chargebacks for online marketplaces, including Amazon.
- Co-manage customer order fulfillment inquiries, including returns and order management.
- Support webstore expansion into the Americas by training teams in Mexico and Brazil.
- Define e-commerce strategy by identifying target channels, audiences, and growth opportunities.
Requirements
- Bachelor's degree in a related field or commensurate experience
- Customer Service experience in E-commerce/Internet sales setting
- Experience working with 3PL logistic companies and Online Marketplaces preferred
- Experience managing direct reports
- Knowledge of e-commerce systems, content management, customer service software and best practices
- Salesforce.com and Oracle experience is a plus
- Operation/functional understanding of ecommerce technologies and websites
- Hands on experience with ecommerce, top tier web ecommerce engines (i.e ATG, IBM, GSI, and Market live)
Benefits
- Competitive compensation plan, including a performance based annual incentive
- Flexible and hybrid work model
- An inclusive and collaborative environment that values diversity and fosters an international culture
- Ansell University programs to develop professional and interpersonal skills
- Opportunities to advance and grow within the company
- Health Benefits: medical, dental, vision, short term and long- term disability and wellness programs
- 401-k plan with company match
- Paid time off (vacation, sick and personal days) 14 paid holidays
- Continuing Education Reimbursement
- Summer Friday's
- Regional Diversity, Equity & Inclusion committees
- Green office concept and a global mission of sustainability
