Global Web Support Manager

Job Summary

The Global eBusiness Support Manager works closely with the eCommerce System managers and the IS web development team to ensure stable and functional websites and eCommerce applications. This role will also lead the global eBusiness support resources, providing direction to the EU eBusiness & b2b support specialists, as well as the NA Solutions Support Supervisor and team members. The manager will drive internal process improvements & the assessment of how to best support new eCommerce developments. The role is also responsible to streamline support, & to manage defect tracking & escalation activities. Customer-facing eCommerce support covers existing & expanding applications (store front, B2B) via various support channels (email, phone calls, C2C).

This is a hybrid position requiring a minimum of 3 days in the Radnor, PA office. Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems. Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects that typically weigh less than 10 lbs.

What we're looking for

• Education: Bachelor's Degree in related field; equivalent experience, in lieu of degree may be considered.
• Experience: 5-7+ years applicable experience in eCommerce support and online storefronts is required.
• Web support or Customer Service experience with various Incident Management solutions required.
• SAP experience; extensive Internet technology knowledge and SAP R/3 preferred.
• Knowledge of various b2b e-procurement solutions (Ariba, SciQuest, Hubwoo, Oracleetc.).
• Comfortable with various e-business formats (cXML, xCBL, EDI ANSI-X12, OCI / punchout) and communication protocols (https, SFTP, AS2).
• Outlook and MS Office Suite experience.
• Click-2-Chat experience.
• Practical project management experience.
• Fluent in oral and written English.

Who you are

• Possess a strong analytical and root cause analysis ability.
• Detail oriented, and able to see the 'big' picture & total impact of decisions.
• Able to motivate other team members.
• Highly organized and strong communicator.
• Able to multi-task and with high quality results.
• Portray solid leadership skills.
• Exhibit a positive attitude with a 'can do' mentality.
• Able to work effectively in a dynamic environment, stress resistant.
• Serve as a Coach and as a Team player.

How you will create an impact

• Function as the central focal point for Global Website operations & local eBusiness resources (EU/APAC) & b2b/web support team (NA).
• Work closely with eCommerce managers, local super users, web product support & development teams to ensure stable & functional websites & customer-facing applications.
• Document & manage bug resolutions for EU/APAC & NA websites.
• Assist, or delegate to support resources, with the final validation of defect & code fixes.
• Participate, or delegate to support resources, with release testing schedules.
• Train support resources and key ebusiness stakeholders regarding new enhancements.
• Ensure eCommerce application support documentation is up-to-date.
• Support b2b technical resources, as needed, with punchout, OCI, Ariba integration projects.
• Guide global support resources that are focused on eCommerce support tasks & issues.
• Ensure ecommerce support during business hours for given channels (email, phone, C2C).
• Serve as an escalation point for internal & external customers for eCommerce app issues.
• Lead, or delegate, internal process improvement projects as needed.
• Encourage the support teams to provide efficient and timely first & 2nd level support.
• Perform team evaluations, providing coaching feedback throughout the year.
• Work closely with the director regarding promotions, hiring and disciplinary actions.
• Isolate problem trends & ensure troubleshooting efforts are completed for recurring issues.
• Create and maintain troubleshooting guides and tool specifications.
• Lead by projecting a positive, "can-do" attitude, & by spurring on resource & team growth.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.

We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes personalized learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

#LI-Hybrid

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

EEO Statement:

We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about equal employment opportunity protections, please view the Equal Employment Opportunity is THE LAW Poster, EEO is the Law Poster Supplement, and Pay Transparency Non-Discrimination Provision.

3rd Party Non-Solicitation Policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.