Customer Service Specialist

Company Description

Avery Dennison RBIS, a global leader in apparel and footwear industry solutions, is a $1.6 billion division of Avery Dennison (NYSE: AVY). Avery Dennison RBIS provides intelligent creative and sustainable solutions that elevate brands and accelerate performance throughout the global retail supply chain. We elevate brands through graphic tickets, tags and labels, embellishments and packaging solutions that enhance consumer appeal. We accelerate performance through RFID enabled inventory and loss prevention solutions, price management, global compliance, and brand security solutions. Avery Dennison RBIS responsibly serves the global marketplace with operations in 115 locations, 50 countries, across 6 continents. For more information, visit www.rbis.averydennison.com

Job Description

Customer Support

• Respond to customer inquiries promptly and professionally via phone, email, chat, or in-person.
• Provide accurate information about products, services, and policies.
• Assist customers with placing orders, processing returns, and handling any issues related to their accounts and orders.
• Resolve customer complaints and concerns in a timely and satisfactory manner.
• Investigate and troubleshoot issues, escalating complex problems to higher-level support as needed.

Strategy Development

• Identify opportunities for improvement in customer service processes and systems.
• Develop and implement strategies to enhance the customer experience and streamline service operations.
• Analyze customer feedback and service metrics to inform project initiatives and decision-making.
• Ensure all interactions align with company standards and contribute to a positive customer experience.
• Ensure customer service standard operating procedures are updated and maintained.

Project Management

• Lead and manage customer service projects from inception to completion, including planning, execution, monitoring, and reporting.
• Develop detailed project plans, including timelines, resource allocation, and risk management strategies.
• Coordinate with cross-functional teams to ensure project objectives are met on time.

Collaboration

• Share knowledge and best practices with colleagues to enhance team performance and service quality.
• Foster a collaborative environment and encourage team members to contribute ideas and solutions.

Qualifications

• Bachelor’s Degree required. IT background / major will be an advantage.
• Able to effectively manage many priorities and issues.
• Collaborate across boundaries.
• 4 years above experience in customer service for apparel industry preferred.
• Understanding in customer service software and tools (such as Microsoft applications, Excel formulas, etc.).
• Strong in English both verbal and written.
• Proven project management skills with experience in leading complex projects especially for ERP / IT systems development.
• Strong understanding of customer service principles, best practices and technical aspects of assigned product lines and customers.
• Excellent problem-solving and conflict-resolution abilities.
• Excellent communication, leadership, and interpersonal skills.
• Ability to analyze data and make data-driven decisions.
• Proficiency in project management software and tools.

All your information will be kept confidential according to EEO guidelines.