Senior Customer Service Officer

Job description

About the role The Senior Customer Service Officer supports Avery Dennison’s customers by providing accurate and complete information to address inquiries, requests, and complaints. The role collaborates across departments—including sales, order entry, finance, and operations—to manage customer accounts, ensure resolution of issues, and contribute to departmental performance and sales goals.

Key Responsibilities

Coordinate with sales, production, and other functional stakeholders to ensure timely delivery of quality goods and services. Respond promptly to customer enquiries and requests via all modes of communication. Handle customer complaints according to company procedures and service standards. Communicate with customers and vendors regarding developments and work with the Customer Service Supervisor to maintain updated customer profile information.

Use updated standard forms and maintain records as required by ISO procedures. Acknowledge new customer orders by email and forward missing items to the Central Order Desk. Check customer order information and follow up to resolve unclean orders in a timely manner. Coordinate with GPD for new item setups and with finance for new customer account setups. Release verified data in the system, send layouts for customer approval, share Proforma Invoices, daily dispatches, and open order statuses, and assist in CCR root-cause investigations.

Qualifications

Bachelor’s degree with 4–5 years of experience in handling corporate customers, preferably in an export industry. Proven experience as a customer relations professional working across business and geographical boundaries within a publicly traded company. Strong active listening, verbal, and written communication skills. High empathy, patience, responsiveness, and emotional intelligence. Uncompromised integrity and strong analytical skills.

Proficiency in Google tools. Demonstrated decision-making, time-management, and problem-solving abilities.