Customer Service Supervisor
Semenyih, Malaysia
Job Description
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Company Description
Avery Dennison Corporation (NYSE: AVY) is a global materials science company specializing in the design and manufacture of a wide variety of labeling and functional materials. The company\xe2\x80\x99s products and solutions, 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. The company employs approximately 36,000 employees in more than 50 countries. Reported sales in 2022 were $9 billion. Learn more at www.averydennison.com.
ABOUT YOUR ROLE: You will supervise the day-to-day activities of the Customer Service Team. You will be responsible for process improvement and digitalization of the existing processes. YOUR RESPONSIBILITIES WILL INCLUDE: Communication and Sales Support
- Support the Sales Team to achieve sales goals by helping in administrative tasks like
- Support Sales team with customer inquiries on products.
- Coordinates and supervises the daily activities of the team and responsible for team leadership and tasks such as: attendance/vacation schedule, training coaching and development.
- Evaluate the effectiveness of customer service operations. Coordinate customer service function with other departments.
- Proactively communicate supply chain issues and provide alternatives.
- Provide responsive order management support including order entry, or expediting and shipment information to customers.
- compliance with established procedures and maintain effective indent inventory management
- To ensure sample requisition from customers is fulfilled.
- Actively promote and support customers to use My AD Portal.
- Optimise customers\xe2\x80\x99 adoption rate and achieve KPI
- Compiling feedback on issues, convert into opportunity for enhancements with CX team
- Identify VOC (Voice of Customer), customer concerns, investigate and resolve problems, and respond to customer inquiries.
- Oversee and conduct assessments of customer needs
- Champion customer needs and follow-up on customer inquiries
- Maintain high levels of communication within the customer service team.
- Actively participate in training to expand technical skills and improve services provided to customers.
- Maintain a strong database of potential customers by taking proactive steps to engage with them.
- Main contact with customers via different communication channels (Phone, Email, Social Media, Chat Applications)
- Take proactive steps to maintain positive customer experiences.
- Recommend corrective services to adjust customer complaints.
- Any other duties and responsibilities that may be assigned to you by the management from time to time
- Develop, recommend, and coordinate the implementation of new procedures.
- Communicate, implement and interpret customer service policies and procedures.
- Attend meetings for process improvements
- Other admin / non-direct sales tasks as required.
- Train and provide development opportunities for staff.
- Monitor and evaluate team members, and adjust training where needed.
- Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.
- Act as a team role model and change-agent.
- Positively lead and influence team members to partner together to achieve individual and business goals.
Qualifications
- Diploma or Bachelor\xe2\x80\x99s Degree in any related fields
- 6+ years experience in B2B customer service in multinational companies;
- Experience in leading a team is a must.
- Strong written, verbal communication skills across levels and multiple functions in the organization
- Extensive experience in gathering and interpreting customer experience information.
- Ability to multi-task and use the information provided by customers to tailor responses and actions to meet specific needs.
- Excellent verbal and written communication skills in English
- Excellent collaboration and problem solving skills
- Solid knowledge of online customer engagement platforms and channels.
- Proficiency in MS Office
Additional Information
AVERY DENNISON IS AN EQUAL EMPLOYMENT OPPORTUNITY PROVIDER
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Job Detail
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Job IdJD918691
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationSemenyih, Malaysia
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EducationNot mentioned