Company Description
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 34,000 employees in more than 50 countries. Our reported sales in 2023 were $8.4 billion. Learn more at www.averydennison.com.
At Avery Dennison, some of the great benefits we provide are:
Health & Wellness benefits starting on day 1 of employment
Paid parental leave
401K eligibility
Tuition reimbursement
Employee Assistance Program eligibility / Health Advocate
Paid vacation and Paid holidays
Job Description
This position will supervise the day-to-day activities of a Customer Service Team and may maintain order management responsibilities <20%.
Employee Development & Management
● Train and provide development opportunities for staff. Ensure annual goals are completed and communicated. Ensure Global Performance Management System is up to date and regular timely feedback is provided to team members.
● Monitor and evaluate team members, adjust training where needed.
● Attract, retain and develop high potential talent.
● Model and promote the Corporation’s Code of Business Ethics and Values.
● Perform general management duties, exercising usual authority concerning staff, performance appraisals, promotions and terminations. Responsible for training and development of subordinate staff, estimating personnel needs, assigning and level loading work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.
● Act as team role model and change-agent.
● Positively lead and influence team members to collaborate together to achieve individual and business goals.
● Coordinate team efforts to support team sales selling strategy and team operating plan.
Operations
● Coordinates and supervises the daily activities of the team and responsible for team leadership and tasks such as: attendance/vacation schedule, claims & CA, training coaching and development.
● Communicate, implement and interpret customer service policies and procedures.
● Identify and coordinate the implementation of new process improvements and initiatives.
● Continuously evaluate the effectiveness of customer service operations. Coordinate customer service function with other departments.
● Identify any customer concerns, investigate and resolve problems, and respond to customer inquiries.
● Oversee and conduct assessments of customer needs within assigned business, region or area.
● Champion customer needs and follow-up on customer inquiries.
● Provide responsive order management support including order entry, or expediting and shipment information to customers.
● Provide quoted pricing and inventory information to customers.
● Proactively communicate supply chain issues and provide alternatives.
● Maintain high levels of communication within customer service team.
● Partner with Sales to achieve sales goals.
● Actively participate in training to expand technical skills and improve services provided to customers.
● Schedule and organize personnel to accommodate anticipated workflow.
● Recommend corrective action measures to sustain order accuracy.
Qualifications
● High School Diploma or equivalent required, Bachelor’s degree preferred.
● 5+ years related experience. Lead experience preferred.
● Strong written, verbal and telephone skills.
● Understanding of applicable computer systems, such as Microsoft Office, and function specific software.
● Excellent customer service skills.
● Possess leadership, mentoring, training and project management experience and skills.
● Strong presentation experience and skills.
● Knowledgeable of Customer Service operations and product lines.
● New to the role or supervises small to medium-sized teams with lower to moderate complexity.
● Typically does not spend more than 20% of time performing work supervised.
● Sets team priorities to ensure task completion.
● Trains team members and provides input to performance reviews.
● Practices a continuous improvement ELS mindset.
Additional Information
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.
Reasonable Accommodations Notice
If you require accommodations to view or apply for a job, alternative methods are available to submit an application. Please contact (440) 534-6000 or NA.TA.Operations@averydennison.com to discuss reasonable accommodations.
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