Customer Service Executive

Avery Dennison

REPRESENTATIVE ACTIVITIES:

Activities and duties will vary dependent upon functional area assigned. Activities may include, but are not limited to:

• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.
• Provides telephone customer service regarding the company's services and/or products.
• Identifies customer's needs and determines appropriate action
• Promotes and sells the company's products or services.
• Investigates and resolves complaints.
• Uses a computer system to track questions and answers as well as enter and track the status of orders.
• Evaluates and resolves customer complaints professionally and tactfully.
• Negotiates customer product/billing complaints by offering discounts, authorizing returns, requesting returned product testing by internal quality or other staff, and approving replacement orders.
• Authorizes credit memos/refunds within policy and according to established procedures.
• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.
• Implement account service strategies.
• Principal liaison with marketing and sales for assigned customers.
• Implementation of marketing programs for assigned accounts.
• Support all aspects of service to the customer including, but not limited to: price quotes and quote follow-up, technical and product recommendations and sample department coordination.
• Initiate and implement initiatives which improve customer service and responsiveness.
• Coordinate with Logistics and Operations on capacity planning and scheduling.
• Champion customer needs and follow up on customer inquiries.
• Provide responsive order management support including order entry, or expediting and shipment information to customers.
• Proactively communicate supply chain issues and provide alternatives.
• Attend technical training seminars.
• Back-up team-members when workload makes this necessary.
• Partner with Inside Sales to assist in achieving sales goals.

Requirements:

• Degree or Equivalent Diploma required.
• 2.--3 years in Customer Service or related experience is a plus.
• Good written, verbal and telephone communication skills.
• Good data entry and organizational skills. Detailed oriented and good follow-up skills
• Able to effectively manage many priorities and issues.
• Understanding of applicable computer systems, such as Microsoft Office and function specific software.
• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.
• Provides telephone customer service regarding the company's services and/or products.
• Identifies customer's needs and determines appropriate action
• Promotes and sells the company's products or services.
• Investigates and resolves complaints.
• Uses a computer system to track questions and answers as well as enter and track the status of orders.
• Evaluates and resolves customer complaints professionally and tactfully.
• Negotiates customer product/billing complaints by offering discounts, authorizing returns, requesting returned product testing by internal quality or other staff, and approving replacement orders.
• Authorizes credit memos/refunds within policy and according to established procedures.
• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.
• Implement account service strategies.
• Principal liaison with marketing and sales for assigned customers.
• Implementation of marketing programs for assigned accounts.
• Support all aspects of service to the customer including, but not limited to: price quotes and quote follow-up, technical and product recommendations and sample department coordination.
• Initiate and implement initiatives which improve customer service and responsiveness.
• Coordinate with Logistics and Operations on capacity planning and scheduling.
• Champion customer needs and follow up on customer inquiries.
• Provide responsive order management support including order entry, or expediting and shipment information to customers.
• Proactively communicate supply chain issues and provide alternatives.
• Attend technical training seminars.
• Back-up team members when workload makes this necessary.
• Partner with Inside Sales to assist in achieving sales goals.