Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company that provides a wide range of branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers. Our products and solutions include labeling and functional materials, radio frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and a variety of products and solutions that enhance branded packaging and carry or display information that improves the customer experience. Serving an array of industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive — we employ approximately 35,000 employees in more than 50 countries. Our reported sales in 2023 were $8.4 billion. Learn more at www.averydennison.com
Job DescriptionABOUT YOUR ROLE:You will supervise the day-to-day activities of the Customer Service Team. You will be responsible for process improvement and digitalisation of the existing processes.
YOUR RESPONSIBILITIES WILL INCLUDE:
Communication and Sales Support
Support the Sales Team to achieve sales goals by helping in administrative tasks likeSupport Sales team with customer inquiries on products.Coordinates and supervises the daily activities of the team and responsible for team leadership and tasks such as: attendance/vacation schedule, training coaching and development.Evaluate the effectiveness of customer service operations. Coordinate customer service function with other departments.Proactively communicate supply chain issues and provide alternatives.Provide responsive order management support including order entry, or expediting and shipment information to customers.compliance with established procedures and maintain effective indent inventory managementTo ensure sample requisition from customers is fulfilled.Driving Digitization Initiatives
Actively promote and support customers to use My AD Portal.Optimise customers’ adoption rate and achieve KPICompiling feedback on issues, convert into opportunity for enhancements with CX teamCustomer Experience Enhancement
Identify VOC (Voice of Customer), customer concerns, investigate and resolve problems, and respond to customer inquiries. Oversee and conduct assessments of customer needsChampion customer needs and follow-up on customer inquiriesMaintain high levels of communication within the customer service team.Actively participate in training to expand technical skills and improve services provided to customers.Maintain a strong database of potential customers by taking proactive steps to engage with them.Main contact with customers via different communication channels (Phone, Email, Social Media, Chat Applications)Take proactive steps to maintain positive customer experiences.Recommend corrective services to adjust customer complaints. Any other duties and responsibilities that may be assigned to you by the management from time to timeProcess Improvement
Develop, recommend, and coordinate the implementation of new procedures. Communicate, implement and interpret customer service policies and procedures. Attend meetings for process improvementsOther admin / non-direct sales tasks as required.Team Management
Train and provide development opportunities for staff. Monitor and evaluate team members, and adjust training where needed.Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.Act as a team role model and change-agent.Positively lead and influence team members to partner together to achieve individual and business goals.QualificationsDiploma or Bachelor’s Degree in any related fields6+ years experience in B2B customer service in multinational companies;Experience in leading a team is a must. Strong written, verbal communication skills across levels and multiple functions in the organizationExtensive experience in gathering and interpreting customer experience information.Ability to multi-task and use the information provided by customers to tailor responses and actions to meet specific needs.Excellent verbal and written communication skills in EnglishExcellent collaboration and problem solving skillsSolid knowledge of online customer engagement platforms and channels.Proficiency in MS OfficeAdditional InformationPlease send you English Resume via [email protected]
AVERY DENNISON IS AN EQUAL EMPLOYMENT OPPORTUNITY PROVIDER