Job Description
Avery Dennison is seeking a Customer Servicer Supervisor to lead the Queretaro customer service team, reporting to the Customer Service Manager, North America. 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.
Responsibilities:
Coordinate and supervise daily activities of the team and responsible for team leadership and development such as: team vacation schedule, training, coaching
Order follow up with our warehouses and plants, and proactively communicate supply chain issues and provide alternatives.
Communicate, implement and interpret customer service policies and procedures.
Identify and coordinate the implementation of new process improvements and initiatives, coordinate the customer service function with other functions, e.g. commercial, operations functions.
Identify any customer concerns, investigate and resolve problems, and respond to customer inquiries. Champion customer needs and follow-up on customer inquiries.
Provide responsive order management support including order entry, or expediting and shipment information to customers.
Coordinate team efforts to support the sales team to achieve the operating plan.
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.
Typically does not spend more than 40% of time on day-to-day order management activities (until the team is complete more time will need to be allocated to daily order management and order entry)
Qualifications
High School Diploma or equivalent required, Bachelor’s degree a plus.
Fluent English required, other European languages a plus.
5+ years experience in B2B customer service in multinational companies; experience in leading a team is plus.
Strong written, verbal communication skills across levels and multiple functions in the organization
Good knowledge of applicable computer systems, such as Microsoft Office or Google tools, in particular Excel and Powerpoint, and ERP systems, for example Oracle Fusion, SAP, etc.
Excellent customer service skills.
Possess leadership, mentoring, training and project management experience and skills.
Strong reporting and presentation experience and skills.
