Executive Customer Service

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 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 more than 35 000 employees in more than 50 countries Reported sales in 2021 were 8 4 billion Learn more at ABOUT AVERY DENNISON RBIS Avery Dennison RBIS a global leader in apparel and footwear industry solutions is a 1 52 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 Based in Westborough Massachusetts Avery Dennison RBIS responsibly serves the global marketplace with operations in 115 locations 50 countries across 6 continents For more information visit KEY RESPONSIBILITIES Accept Process orders and follow up the status of the order till the delivery This involves - Customer liaison - Single point of contact for assigned vendor RBO combination Accept and process orders seeing through to delivery Responsible for on-time delivery customer satisfaction Keep customers regularly updated on the progress of their orders Follow up for Po Payment CT3 Road forms Resolving Customer Complaints within 24 to 48hrs by coordinating with Quality Help Desk Assist Customers in filling Order forms and placing online orders Follow up for PO Payment before production for order conversion Handling customer complaints and coordinating with internal team provide permanent solution Production liaison - Ensure clear information being sent to production along with the production sheets Follow through production sheets to ensure delivery dates are met Maintain dialogue with the key people such as Production Planners Team Leaders to improve customer satisfaction Co-ordinates with Escalation team for Fast Track Requirements of the customers and DMT Marketing Sales liaison - Achieve sales target for designated account Ensure all price quotes being sent on time Communicate in receiving updates for different retailers Have 2 way communications with the Sales team to avoid different information being given to customers RBO Product domain knowledge in order to cater customer requirements considering the internal process Finance liaison - Ensure clear instruction is given to Finance team for invoicing clearance tax other billing activities such as change of contact details new requests Following up for Customer Outstanding sending statement of accounts etc Sister company liaison- Ensure that we have the most up to date information when handling critical situation related global accounts Negotiate better terms when factoring orders Ensuring testing of new items in D2COMM VIPS PAXAR online etc DMT Liaison - To Ensure On time PI and Layout Studio Liaison - To ensure on time Studio Layouts VIPS Help Desk Liaison - To Resolve VIPs related issues in artwork generation EMEA Internet HelpDesk - Raise Tickets in case of Online issues Warehouse Despatch Liaison - Give Despatch Priority on daily basis Manuals - Creating and regularly updating their respective RBO Manuals GPD Liaison - New Item set up status Alternate RM Inter Company Prices SCM Purchase - For placing and following up of ITP orders Reports - CS MDI Pending Order Status to Vendors FG and Report requirement from HUB as and when required OTHER RESPONSIBILITIES Help the Team Leader - CS in developing CS team and it s standards to meet future customer expectations Report customer market activities to the Team Leader Capture customer enquiries escalate to Team Leader Also highlight fast track orders Take initiative cover for other CS executives in their absence Check for raw material availability in case of first time production Upgrade oneself with the changes in the processes related to RBO Team company Pass on the new enquiry requirement to GPD for further set-up business Handling customer feedback and complaints Qualifications KNOWLEDGE SKILLS EXPERIENCE Graduation with 0-3 years experience in similar profile Excellent oral and written communication skills and interpersonal skills are required Optional Knowledge of business functions in apparel industry Experience of 0 - 3 years in customer service profile DECISION MAKING AUTHORITY CONTROLS Reasonable authority subject to the control of Team Leader WORKING RELATIONSHIPS Internal - with all departments External - Customers and sister sites Develop internal external relationship for effective coordination Additional Information All qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability protected veteran status or other protected status EEOE M F Vet Disabled All your information will be kept confidential according to EEO guidelines