Customer Service Representative

Avery Dennison RBIS is a global leader in apparel and footwear industry solutions, is a $1.6 billion division of Avery Dennison (NYSE:
AVY). Avery Dennison provides intelligent, creative and sustainable solutions that elevated brands and accelerate performance throughtout the global retail supply chain. We wlwvate brands throught graphics ticket, tags and labels, embellisments and packing solutions that enhance consumer appeal. We accelerate performance througth RFID enable inventory and loss prevention solutions, price management, global compliance, and brand security solutions.

Job Description

SUMMARY:
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.

REPRESENTATIVE ACTIVITIES:
Activities and duties will vary dependent upon functional area assigned. Activities may include, but are not limited to:

• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.
• Provides telephone customer service regarding company's services and/or products.
• Identifies customer's needs and determines appropriate action
• Promotes and sells the company's products or services.
• Investigates and resolves complaints.
• Uses a computer system to track questions and answers as well as enter and track the status of orders.
• Evaluates and resolves customer complaints professionally and tactfully.
• Negotiates customer product/billing complaints by offering discounts, authorizing returns, requesting returned product testing by internal quality or other staff, and approving replacement orders.
• Authorizes credit memos/refunds within policy and according to established procedures.
• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.
• Implement account service strategies.
• Principal liaison with marketing and sales for assigned customers.
• Implementation of marketing programs for assigned accounts.
• Support all aspects of service to the customer including, but not limited to:
  price quotes and quote follow-up, technical and product recommendations and sample department coordination.
• Initiate and implement initiatives which improve customer service and responsiveness.
• Coordinate with Logistics and Operations on capacity planning and scheduling.
• Champion customer needs and follow up on customer inquiries.
• Provide responsive order management support including order entry, or expediting and shipment information to customers.
• Proactively communicate supply chain issues and provide alternatives.
• Attend technical training seminars.
• Back-up team-members when workload makes this necessary.
• Partner with Inside Salesto assist in achieving sales goals.
• Management of International customers, orders and logistics. Implement account servicing strategies for assigned accounts.
• Principal liaison with marketing and sales for International products and customers, and for multiple product lines &
  sites.
• Coordinate with division planners and production schedulers on delivery times for orders received.
• Implementation of marketing programs for assigned accounts.
• Support all aspects of customer service including color match requests, pricing coordination, order entry, technical and product recommendations, export documentation including active coordination of shipments.
• Initiate and implement initiatives which improve customer service and response times.

Qualifications

• High School Diploma or equivalent required. Bachelor’s degree preferred.
• 6 - 8 years Customer Service or related experience a plus.
• Excellent written, verbal and telephone skills.
• Strong data entry and organizational skills. Detailed oriented and good follow-up skills
• Knowledge of technical aspects of assigned product lines and customers.
• Able to effectively manage many priorities and issues.
• Understanding of applicable computer systems, such as Microsoft Office, Lotus Notes, and function specific software.
• Excellent leadership skills.

Additional Information

Who we are! - Our Story:

AVERY DENNISON IS EVERYWHEREYOULOOK:

• We not only embrace change… we drive it.
• We work hard, push hard, and take brave risks.
• Our culture is innovative and collaborative - where bold ideas turn into action.
• We grow strong talent through stretch opportunities only restricted by your interests.
• We are committed to workplace diversity, both for employees and for the business.
• We are a force for good, imbedded in industries and communities worldwide.
• We are challenging ourselves and others to reach higher and think bigger to improve the quality of all life.

Avery Dennison is a great place to work for everyone.

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