Administrative Customer Quality Consultant

Company Description

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company that provides branding and information labeling solutions, including pressure-sensitive materials, radio-frequency identification (RFID) inlays and tags, and a variety of converted products and solutions. The company designs and manufactures a wide range of labeling and functional materials that enhance branded packaging, carry or display information that connects the physical and the digital, and improve customers’ product performance. The company serves an array of industries worldwide, including home and personal care, apparel, e-commerce, logistics, food and grocery, pharmaceuticals and automotive. The company employs approximately 36,000 employees in more than 50 countries. Reported sales in 2022 were $9.0 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
• Flexible work arrangements
• Employee Assistance Program eligibility / Health Advocate
• Paid vacation and Paid holidays

Job Description

The Administrative/ Customer Quality Consultant (AQC/ CQC ) serves as the customer’s point of contact for transactional-related quality issues, as well as driving quality information and improvement through the organization. Transactional-related quality issues can occur anywhere within the product’s chain of custody and can result from LGM-NA transactional defects and/or customer transactional defects (i.e. Pricing, Freight, Transit damage, lost shipment, obvious material issues)

REPRESENTATIVE Responsibilities: Activities and duties will vary depending upon the functional area assigned. Activities may include, but are not limited to:

• Interact with the customer via email and telephone to collect information relating to quality issues. Records the required information in order to initiate the claim investigation.
• Follow standard work processes for different types of claims to discern whether or not the issue results from Avery Dennison’s processes or is a processing issue at the Customer. The CQC dispositions the claim to be verified or Non-verified.
• Achieve the individual and team productivity and quality metrics.
• Follow the standard process for selecting complaint cause code, specific cause code investigation and reporting (i.e. Packaging and transit claim management)
• Ensure that we are adaptable to customer needs through timely processing of complaints. Uses a positive demeanor when responding to customer complaints.
• Responsible for the entire claim entry process from initial entry to credit generation. Claims process includes giving customers’ traceability information, providing material disposition, leading return material authorization process and assigning corrective action letters, sending complaint information to an at fault location, investigating root cause, and developing countermeasures to prevent reoccurrence.
• Leading incoming complaint samples
• Follow established process for handling customer invoices forwarded by accounts receivable.
• Provide customer requested documentation of claim details and provide proactive claim status updates when there are new takeaways.
• Act as the customer advocate, providing valuable feedback to the organization on customer satisfaction.
• Conduct repeat claims analysis per QC Team standard process
• Initiate and manage an IT ticket for any claim system issues to final resolution
• Serve as a neutral party between customer and organization in claim investigation.
• Interact as needed with Sales, Finance, site resources, IT, Customer Service (Application Consultants and Service Consultants), and divisional technical resources to acquire information pertinent to understanding and resolving customer quality issues.
• Provide training when needed to both team members and external personnel.
• Lead the organization of complaint samples from incoming packages through the archiving process.

Qualifications

• Bachelor’s degree preferred
• 2+ years of customer service experience preferred
• Strong customer service skills - written, verbal and telephone communication skills
• Ability to balance multiple tasks - the role requires that you will be working on 10+ claims at the same time
• Analytical and problem solving skills
• Attention to detail & organizational skills
• High degree of accuracy, time-management and priority setting skills
• Understanding of applicable computer software and systems, such as Google Platforms, Microsoft Office, Lotus Notes, and function specific softwa