Manager, Customer Service

Company Description Avery Dennison Corporation (NYSE: AVY) is a global materials science company specializing in the design and manufacture of a wide variety of labeling and functional materials. The company’s products and solutions, which are used in nearly every major industry, include pressure-sensitive materials for labels and graphic applications; tapes and other bonding solutions for industrial, medical, and retail applications; tags, labels and embellishments for apparel; and radio frequency identification (RFID) solutions serving retail apparel and other markets. The company employs approximately 36,000 employees in more than 50 countries. Reported sales in 2021 were 8.4 billion. Learn more at Job Summary Avery Dennison is seeking a Customer Service Manager to lead the EMEA customer service team, reporting to the Director, Customer Service and Sales Excellence. The incumbent will provide support and supervise the day-to-day activities of the customer service team, delivering excellent customer support with the goal of ensuring customer satisfaction and execution of the operation plan. Responsibilities Oversee day-to-day RFID order management, including order entry, expedites, shipping inquiries, quality issues, and their associated resolution. Train and provide development opportunities for staff, ensuring annual goals are complete and communicated. Ensure the Global Performance Management System is up to date and regular feedback is provided to staff members. Monitor and evaluate team members, adjusting 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; estimate personnel needs, assign work, meet completion dates, interpret and ensure consistent application of organizational policies. Act as a team role model and change agent. Coordinate team efforts, create and manage a regional strategy and team operating plan. Champion customer concerns, investigate and resolve problems, and respond to customer inquiries. Coordinate and supervise daily activities of the team (in the US, Brazil and Mexico) covering attendance/vacation schedule, claims, training, coaching and career development. Provide pricing and inventory information to customers. Proactively communicate supply-chain issues and provide alternatives. Maintain a high level of communication within the customer service team. Oversee and conduct assessments of customer needs within assigned business and regions. Actively participate in training to expand technical skills and improve services provided to customers. Review and monitor RFID Build Plan to ensure all requirements are captured and scheduled to meet customer demand. Support the Customer Service Director with any queries as required. Skills and Abilities Communicate, implement and interpret customer service policies and procedures. Develop, recommend and coordinate the implementation of new procedures. Ensure efficient utilization of customer service equipment (phones, computer terminals, etc.). Evaluate the effectiveness of customer service operations. Coordinate customer service function with other departments. Identify customer concerns, investigate and resolve problems, and respond to inquiries. Oversee and conduct assessments of customer needs within assigned business, region or area. Champion customer needs and follow-up on inquiries. Provide responsive order-management support—including order entry, expediting and shipment information. Provide quoted pricing and inventory information to customers. Proactively communicate supply-chain issues and alternatives. Maintain high levels of communication within the customer service team. Partner with Sales to achieve sales goals. Actively participate in training to expand technical skills and improve services. Schedule and organize personnel to accommodate anticipated workflow. Recommend corrective services to adjust customer complaints. Ensure projects are completed on schedule and within budget. Develop and administer budgets, schedules and performance standards. Exert influence in the development of overall objectives and long-range goals of the organization. Modify, subject to approval, the organizational structure of centralized functions and units. Strong written, verbal and presentation skills in English (other languages are a plus). Effective leadership, development and training skills required. Act as team role model and change agent, positively lead and influence team members to collaborate to achieve individual and business goals. Organize and prioritize, multi-task, delegate and follow-up. Knowledgeable on technical aspects of assigned product lines and customers. Effectively manage many priorities and issues. Excellent problem-solving and analytical skills. Possess strong business acumen. Data-driven and process-oriented. Strong customer satisfaction focus skills. Qualifications Bachelor’s Degree in Business or related field AND 2 years of experience OR 6 years of equivalent experience. Two years of management experience is required. Strong Office/Google skills (Excel, PowerPoint, Power BI, Qlik). Understanding of applicable ERP systems (Oracle) and other computer systems (Google Suites, SFDC, etc.) preferred. Ability to travel, if needed, up to 30%. Additional Information We grow strong talent through stretch opportunities only restricted by your interests. We are committed to workplace diversity, both for employees and for the business. We are challenging ourselves and others to reach higher and think bigger to improve the quality of all life. Avery Dennison is a great place to work for everyone. Workplace and work hours flexibility. International environment. A growing team with good spirits. Competitive total rewards. A place where you can develop and grow within the company. Equal Opportunity Employment Avery Dennison is an equal opportunity employer. #J-18808-Ljbffr