Customer Service Officer

Company Description

ABOUT AVERY DENNISON

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company. We are Making Possible™ products and solutions that help advance the industries we serve, providing branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers. We design and develop labeling and functional materials, radio-frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and offerings that enhance branded packaging and carry or display information that improves the customer experience. Serving industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive — we employ approximately 35,000 employees in more than 50 countries. Our reported sales in 2024 were $8.8 billion. Learn more at www.averydennison.com.

AVERY DENNISON IS PROUD TO BE CERTIFIED GREAT PLACE TO WORK IN AUSTRALIA, CHINA, INDIA, INDONESIA,  SINGAPORE, THAILAND AND VIETNAM, AND RECOGNIZED AS ONE OF THE BEST COMPANIES TO WORK FOR IN ASIA IN GREATER CHINA AND VIETNAM.

AVERY DENNISON IS AN EQUAL OPPORTUNITIES EMPLOYER.

Job Description

The Customer Service (CS) Professional is responsible for following up orders and providing services to customers. Provide Customer Service in a Call Center or other area of the operations to assigned customers and accounts.  Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.  This position differs from the “Internal Sales Consultant” position in that the majority of time is dedicated to supporting the sale activities and the customer and not toward direct selling.

YOUR RESPONSIBILITIES WILL INCLUDE:

• Respond to customer requires and requests (via telephone, fax and mail) in a timely manner.

• Understand customer needs and provide timely response to customer request

• Coordinate with sales team, other departments and production on delivery of goods and services.

• Handle customer complaints according to the Company procedures and services standard, able to suggest corrective actions to drive cross departments for service improvement

• Communicate with customers and vendors regarding the latest development of the customers to maintain updated customer profile information.

• Proactively share among team members on new product/system knowledge/process improvement.

• Provide suggestions to the supervisor on the improvement of the current order / operation flow to increase efficiency.

• Be proactive and self-aware.

• Provide selling support to respond to management needs

• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment

• Authorizes credit memos/refunds within policy and according to established procedures.

• Champion customer needs and follow up on customer inquiries

• Provide responsive order management support including order entry, or expediting and shipment information to customers

• RBIS solutions & products & manufacturing process

• Knowledge of customer garment production lead time & ordering process

• RBIS E2E order to cash process.

• Ensure all tasks are performed with a strong commitment to Safety and the implementation of 5S practices.

Qualifications

WHAT WE WILL BE LOOKING FOR IN YOU:

• Bachelor’s Degree required.

• Strong communication skills.

• Problem solving skills

• English skills – advanced reading & basic speaking

• Understanding of applicable computer systems, such as Microsoft Office, Lotus Notes, Google applications especially Google sheet and function specific software

• 1-3 years experience in the apparel industry preferred

• Focus on customers & market

• Drive action & execution

• Collaborate across boundaries

ON THE JOB LEARNING:

• Develop ability to handle customers’ enquiry and complaints by offering alternatives in addressing issues, make simple analysis & set priority for tasks Provide own point of view / suggestion when discussing with superiors.

• Interaction with customers and colleagues will help develop your communication skills, including how to provide detailed instructions and, on-the-job demonstrations.

• Develop your ability to work with procedures and plan work according to the situational needs in order to accomplish a larger objective.

Additional Information