The Customer Service Sales Support Specialist acts as a liaison between the Avery Dennison commercial sales team, other internal departments, and the customer. The Representative is often the first line of contact for our customers, covering a broad range of industries. This role requires a high level of attention to detail for order entry, managing customer information, and other data entry. Customer contacts often cover multiple channels including phone, email, and live chat. In our fast-paced environment, customer service is provided in a professional, efficient, and precise manner. Our customers have high expectations for quick and accurate help. 

Responsibilities

• Provide first level contact in a friendly, helpful, customer-oriented manner

• Demonstrate excellent customer service skills as well as an understanding of the product and the customer environment

• Exceed customers’ expectations

• Provide customer quotations for in-stock and custom items

• Obtain and accurately enter orders from customers and internal teams covering multiple product lines

• Enter and make address corrections to customer information in an internal database

• Review orders from automated and other sources to ensure accuracy and conduct customer follow-up when necessary

• Address common customer issues such as order status inquiries, shipping date estimates, production delays, pricing or shipping errors, policies, or credit requests

• Communicate with customers effectively using multiple channels including phone, email, and live chat

• Provide basic reports to customers and commercial team members on pending and past purchase history

• Follow up with customers, provide feedback and see problems through to resolution

• Properly escalate unresolved queries to the next level

• Recommend procedure modifications or improvements

• Strong client-facing and communication skills including excellent oral, written, and interpersonal skills requiring ordinary courtesy and tact

• Proficiency in English. Proficiency in additional languages is a plus.

• Associate Degree in Business Communications, or related field of study, or the equivalent in education or experience, with at least one year of experience working directly with customers, preferably in a business-to-business sales model

• Advanced multi-tasking skills with the ability to analyze complex situations and reply quickly in a variety of situations

• Customer service orientation

• Strong attention to detail needed to ensure entered orders are accurate

• Strong computer skills, experience in Oracle Enterprise Business System is preferred

• Intermediate Excel or Google Sheets skills required

• Ability to perform non-complex math calculations (addition, subtraction, multiplication, division, percentage) to verify calculation on prices of product per unit

Though not required, we would prefer this role to be hybrid with the ability to work in our Orange, CA office.

Management reserves the right to revise, change or modify the duties and responsibilities of this position at any time to meet business and organizational needs. This position description may not list all duties for this position. The incumbent in this position may be asked to perform other duties. This position description is not a contract for employment and either the incumbent or the company may terminate employment at any time, for any reason.