Manager, Customer Service

Company Description

About Avery Dennison

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.

About Avery Dennison Smartrac

Built on a legacy of innovation and materials science, Avery Dennison Smartrac has embarked on a new era of opportunity - for every item to have a unique digital identity. Our technology has the capability to enable a world of connectivity - connecting both products and people. A world where the 'who, what and where of every product, become points of irrefutable fact and absolute visibility. Traceability, transparency, provenance, authenticity, raw material tracing, real-time inventory, and personalization are guaranteed for businesses and consumers throughout the entire supply chain, cradle to cradle. At its most simple, we are a leading Fortune 500 company making the Internet of Things a positive, transformative, worldwide reality for all of us. And we want you to be part of our journey! 

Job Description

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
• Champion customer concerns, investigate and resolve problems and respond to customer inquiries
• Coordinates and supervises the daily activities of the team (in 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 Customer Service Director with any queries as required

Qualifications

Essential Skills and Abilities:

• Strong written, verbal and presentation skills in English (other languages are a plus)
• Effective leadership, development and training skills required
• Support the training and development of the customer service team, estimating workload needs, etc
• Act as team role model and change-agent, positively lead and influence team members to collaborate together to achieve individual and business goals
• Organize and able to prioritize, multi-task, delegate, and follow-up
• Knowledgeable on technical aspects of assigned product lines and customers
• Able to 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

Education and Experience

• Bachelor’s Degree preferred, equivalent work experience will be considered
• Two years of previous customer experience is required
• Two years of management experience is required
• Strong Office/Google skills (Excel, Powerpoint, Power BI, Qlik)
• Understanding of applicable ERP systems (Oracle, SAP) and other computer systems (Google Suites, SFDC, etc.) is preferred
• Ability to travel, if there is a business need up to 30%

Additional Information

Additional information

We grow strong talent through stretch opportunities only restricted