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Customer Support Coordinator

2 months ago

California, Missouri, United States Avery Dennison Full time
ABOUT YOUR ROLE

Engage actively in all aspects of customer service operations, collaborating with external support teams and coordinating with various internal departments of Avery Dennison to ensure seamless service delivery to all clients.


YOUR RESPONSIBILITIES WILL INCLUDE:
Order Management:
Process and track customer orders until delivery.

This involves:
  • Customer Engagement: Maintain regular communication with clients to provide updates on their orders and strengthen relationships by gathering valuable insights, including competitor activities.
  • Production Coordination: Relay accurate information to production teams along with necessary documentation. Ensure timely delivery by maintaining communication with key personnel such as Shift Managers and Production Planners.
  • Sales and Marketing Collaboration: Ensure timely submission of price quotes and maintain clear communication with the Sales team to provide consistent information to customers.
  • Financial Coordination: Provide clear instructions to the Finance team regarding invoicing and billing processes, including updates on contact details and new requests.
  • Cross-Department Liaison: Ensure up-to-date information is available when addressing critical situations involving global accounts and negotiate favorable terms for order processing.
  • Complaint Resolution: Address customer complaints effectively with the assistance of the help desk.
  • Customer Visits: Conduct visits to clients as necessary, alongside Sales or CRM teams.
  • Team Leadership: Lead small groups focused on specific retailers and assist team members in enhancing their skills and knowledge.

OTHER RESPONSIBILITIES: Support the Assistant Manager of Customer Service in developing the team and establishing standards to meet evolving customer expectations. Report on customer and market activities to the Assistant Manager.

Take initiative in leading and covering for other Customer Service Executives during their absence. Identify the skills and knowledge of team members and manage their development to achieve set objectives.

Ensure compliance with ISO quality, environmental, health, and safety standards in all departmental activities, adhering to Standard Operating Procedures.

Continuously enhance your knowledge and skills through training and development opportunities provided by the company. Provide feedback on training effectiveness and follow up on actions taken post-training.

Be responsible for ensuring adherence to company policies, procedures, and regulations at all times, while safeguarding the confidentiality of company and work-related information.

QUALIFICATIONS:
  • Minimum of 3 years of experience in business functions within the apparel industry.
  • Strong skills in negotiation, communication, planning, presentation, and analysis.
  • Excellent verbal and written communication abilities, along with strong interpersonal skills.
EDUCATION:
  • Four passes in GCE A/L. Part qualification in CIM or an equivalent qualification.