Customer Service Supervisor

Avery Dennison (Thailand) (Bang Na)

Bangkok, Thailand

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.

About this position

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.

Responsibilities

YOUR RESPONSIBILITIES WILL INCLUDE:
• 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.

Driving Digitization Initiatives
• Actively promote and support customers to use My AD Portal.
• Optimize customers’ adoption rate and achieve KPI
• Compiling feedback on issues, convert into opportunity for enhancements with CX team

Customer Experience Enhancement
• 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

Process Improvement
• 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.

Team Management
• 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.

Requirements

WHAT WE WILL BE LOOKING FOR IN YOU:
• Diploma or Bachelor’s Degree in any related fields
• 6+ years experience in B2B customer service in multinational companies