About the job
Position Summary:
As the Customer Service Manager at Avery Dennison, you will lead a dedicated team in delivering exceptional service to our B2B customers. You will set clear objectives and strategies to drive performance and initiate change that aligns with our financial and operational goals. This position is essential in our fast-paced, B2B customer environment.
Employee Development & Management:
- Provide training and development opportunities for team members handling B2B customer accounts.
- Ensure effective communication of annual goals and performance assessments.
- Utilize the Global Performance Management System to offer ongoing feedback and support.
- Monitor team performance, adjusting training as necessary to thrive in a high-volume setting.
- Attract and nurture high-potential talent with prior B2B or complex customer service experience.
- Promote and embody the Corporation’s Code of Business Ethics and Values.
- Conduct general management responsibilities including performance reviews, promotions, and terminations.
- Delegate tasks effectively and ensure adherence to organizational policies.
- Serve as a role model for the team.
- Lead initiatives focused on Continuous Service Improvement to enhance efficiency, accuracy, and responsiveness.
- Inspire and motivate team members to meet both individual and organizational objectives.
- Coordinate team initiatives and manage strategies that align with B2B customer and commercial priorities.
Excellence in Execution:
- Communicate and enforce customer service policies tailored to our B2B clientele.
- Develop and implement continuous improvement strategies in a dynamic, high-volume environment.
- Optimize the use of customer service systems, including CRM and ERP platforms.
- Collaborate with cross-functional departments to evaluate and enhance customer service operations.
- Address and resolve customer inquiries and issues promptly.
- Assess customer requirements specific to assigned business areas with a B2B focus.
- Champion customer needs while upholding a high service standard.
- Deliver order management support, including order entry and shipment updates.
- Proactively address supply chain challenges and present alternatives.
- Foster robust communication within the customer service team.
- Partner with Finance and Commercial teams to achieve sales and customer satisfaction targets.
- Analyze performance metrics and generate reports for ongoing assessment.
- Participate in training to enhance technical skills and service capabilities.
- Organize personnel to meet anticipated workflow demands effectively.
- Ensure timely project completion within budgetary constraints.
- Manage budgets, schedules, and performance benchmarks.

