Manager, Customer Service

Company Description

About Avery Dennison Smartrac

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 www.averydennison.com.

Job Description

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. You 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.

Activities may include but are not limited to:

• Oversee day-to-day RFID order management to include, order entry, expedites, shipping inquiries, quality issues and their associated resolution
• Train and provide development opportunities for staff.  Ensure 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, and 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 work, meeting completion dates, interpreting and ensuring 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
• Coordinates and supervises the daily activities of the team (in the US, Brazil and Mexico) and is responsible for team leadership and tasks such as: 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

Essential Skills and Abilities:

• Communicate, implement and interpret customer service policies and procedures. 
• Develop, recommend, and coordinate the implementation of new procedures. 
• Ensure the 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 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 the 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 services to adjust customer complaints. 
• Ensures projects are completed on schedule and within budget.
• Develops and administers budgets, schedules, and performance standards.  Exerts influence in the development of overall objective