Service Operations Representative

2 months ago

Liverpool, New York, United States Thermopatch, an Avery Dennison Company Full time
Job Overview

Company Overview
Thermopatch, a subsidiary of Avery Dennison, is a prominent global entity specializing in emblematic, transfer, and labeling solutions for textiles since 1934. With a robust presence in various international markets, we are committed to delivering innovative solutions that enhance branding and consumer engagement.

Role Responsibilities
  • Manage and process customer orders efficiently.
  • Address customer inquiries regarding product details, order timelines, and delivery schedules.
  • Facilitate order modifications in accordance with established procedures.
  • Handle and provide updates on Return Material Authorizations (RMA).
  • Deliver prompt and precise information regarding customer order statuses and product knowledge.
  • Establish new customer accounts with accuracy.
  • De-escalate customer issues and escalate to management when necessary.
  • Identify and address customer complaints in collaboration with the management team.
  • Coordinate with the credit department to resolve any credit-related issues.
  • Provide timely feedback to the organization regarding customer concerns.
  • Collaborate with the sales team to meet and exceed customer service expectations.
  • Perform data entry tasks to maintain the customer information database.
  • Alert management regarding urgent orders to ensure timely resolutions.
  • Notify management of any information required to fulfill job responsibilities.
  • Complete assigned tasks from supervisors, including quotes and orders.
  • Follow company procedures for processing quotes and orders for specific products.
Qualifications
  • High School diploma or equivalent is required.
  • Preferred experience of 1+ years in customer service or a related field, with a solid understanding of customer service principles.
  • Excellent written, verbal, and telephone communication skills.
  • Proficient in computer usage and data entry, with strong organizational skills and attention to detail.
  • Able to effectively prioritize and manage multiple tasks and issues.

Equal Employment Opportunity
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other protected status. All information will be kept confidential according to EEO guidelines.

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