Customer Service Supervisor (Santiago de Querétaro)

About Avery Dennison

Avery Dennison is seeking a Customer Servicer Supervisor to lead the Queretaro customer service team, reporting to the Customer Service Manager, North America. You will provide support and supervise the day-to-day activities of the customer service team, delivering excellent customer support, with the goal of ensuring customer satisfaction and execution of the operation plan.

Responsibilities

• Coordinate and supervise daily activities of the team and responsible for team leadership and development such as: team vacation schedule, training, coaching
• Order follow up with our warehouses and plants, and proactively communicate supply chain issues and provide alternatives
• Communicate, implement and interpret customer service policies and procedures
• Identify and coordinate the implementation of new process improvements and initiatives, coordinate the customer service function with other functions, e.g. commercial, operations functions
• Identify any customer concerns, investigate and resolve problems, and respond to customer inquiries. Champion customer needs and follow-up on customer inquiries
• Provide responsive order management support including order entry, or expediting and shipment information to customers
• Coordinate team efforts to support the sales team to achieve the operating plan
• Support the training and development of the customer service team, estimating workload needs, etc.
• Act as team role model and change-agent, positively lead and influence team members to collaborate together to achieve individual and business goals
• Typically does not spend more than 40% of time on day-to-day order management activities (until the team is complete more time will need to be allocated to daily order management and order entry)

Qualifications

• High School Diploma or equivalent required, Bachelor’s degree a plus
• Fluent English required, other European languages a plus
• 5+ years experience in B2B customer service in multinational companies; experience in leading a team is plus
• Strong written, verbal communication skills across levels and multiple functions in the organization
• Good knowledge of applicable computer systems, such as Microsoft Office or Google tools, in particular Excel and Powerpoint, and ERP systems, for example Oracle Fusion, SAP, etc.
• Excellent customer service skills
• Possess leadership, mentoring, training and project management experience and skills
• Strong reporting and presentation experience and skills