Customer Service Supervisor

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.

SUMMARY: This position will supervise the day-to-day activities of a Customer Service Team.

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

• Train and provide development opportunities for staff. Ensure annual goals are complete and communicated.
• Ensure Global Performance Management System is up to date and regular feedback is provided to staff members.
• Monitor and evaluate team members, and adjust training where needed.
• Attract, retain and develop high potential talent.
• Model and promote the Corporation’s Code of Business Ethics and Values.
• Perform general management duties, exercising usual authority concerning staff, performance appraisals, promotions and terminations. Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.

Operations

• Coordinates and supervises the daily activities of the team and responsible for team leadership and tasks such as: attendance/vacation schedule, claims, training coaching and development.
• Communicate, implement and interpret customer service policies and procedures.
• Develop, recommend, and coordinate the implementation of new procedures. 
• Ensure the efficient utilization of customer service equipment (phones, computer terminals, etc.).
• Evaluate the effectiveness of customer service operations. Coordinate customer service function with other departments.
• Identify any customer concerns, investigate and resolve problems, and respond to customer inquiries.
• Oversee and conduct assessments of customer needs within assigned business, region or area.
• Champion customer needs and follow-up on customer inquiries
• Provide responsive order management support including order entry, or expediting and shipment information to customers.
• Provide quoted pricing and inventory information to customers.
• Proactively communicate supply chain issues and provide alternatives.
• Maintain high levels of communication within customer service team.
• Partner with Inside Sales to achieve sales goals.
• Actively participate in training to expand technical skills and improve services provided to customers
• Schedule and organize personnel to accommodate anticipated workflow. 
• Recommend corrective services to adjust customer complaints

• CS700 0
• High School Diploma or equivalent required, Bachelor’s degree preferred.
• 5+ years related experience. Lead experience preferred. 
• Strong written, verbal and telephone skills. 
• Excellent customer service skills.
• Possess leadership, mentoring, training and project management experience and skills.
• Strong presentation experience and skills.
• Knowledgeable of call center operations and product lines.
• New to the role or supervises small to medium-sized teams with lower to moderate complexity. 
• Typically does not spend more than 20% of time performing work supervised.
• Sets team priorities to ensure task completion. 
• Trains team members and provides input to performance reviews

●CS7003

• Experienced in role or supervises medium to large-size teams with moderate to high complexity.
• Typically does not spend more than 20% of time performing work supervised.
• Sets team priorities; provides input on resource planning and policy development.