Customer Service Representative

Avery Dennison (NYSE: AVY) is a global materials science and manufacturing company specializing in the design and manufacture of a wide variety of labeling and functional materials. The company’s products, which are used in nearly every major industry, include pressure-sensitive materials for labels and graphic applications; tapes and other bonding solutions for industrial, medical and retail applications; tags, labels and embellishments for apparel; and radio frequency identification (RFID) solutions serving retail apparel and other markets. Headquartered in Glendale, California, the company employs approximately 30,000 employees in more than 50 countries. Reported sales in 2017 were $6.6 billion. Learn more at www.averydennison.com.

Provide Customer Service 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 Sales to 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.

• High School Diploma or equivalent required.  Bachelor’s degree preferred.
• 3 - 5 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.
• Strong project management skills.

AVERY DENNISON OFRECE IGUALDAD DE OPORTUNIDADES LABORALES Todos los solicitantes elegibles serán considerados para la oportunidad, independientemente de su raza, color, religión, sexo, origen nacional, orientación sexual, identidad de género, discapacidad, estado de veterano protegido u otro estado protegido. Toda su información se mantendrá confidencial de acuerdo con las leyes vigentes.