Assistant Customer Service Manager

Job Description

ABOUT YOUR ROLE:

You will supervise the day-to-day activities of the Customer Service Team. You will be responsible for process improvement and digitalisation of the existing processes. 

YOUR RESPONSIBILITIES WILL INCLUDE:

Leadership and Communication

• Leading & Directing a Team: Set daily priorities, delegate tasks effectively, and maintain high compliance standards across customer service operations while fostering accountability and active collaboration.

• Team Development & Coaching: Actively mentor front-line support representatives, conduct regular 1-on-1 feedback sessions, and create clear professional growth paths to boost retention and skill levels.

• 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 in accordance to Avery Dennison’s Business Conduct Guidelines.

• Support the Sales Team to achieve sales goals by helping in administrative tasks or customer enquiries.

• 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 in a process driven and business compliant manner.

• Proactively communicate supply chain issues and provide alternatives.

• Provide responsive order management support including order entry, or expediting and shipment information to customers.

• Ensures team compliance with established procedures and maintain effective indent inventory management

Driving Digitization Initiatives

• Actively promote and support customers to use My AD Portal.

• Optimise 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.

Qualifications

• Diploma or Bachelor’s Degree in any related fields

• 10+ years experience in B2B customer service in multinational companies;

• Experience in leading a team is a must. 

• Strong written, verbal communication skills across levels and multiple functions in the organization

• Extensive experience in gathering and interpreting customer experience information.

• Ability to multi-task and use the information provided by customers to tailor responses and actions to meet specific needs.

• Excellent verbal and written communication skills in English

• Excellent collaboration and problem solving skills

• Solid knowledge of online customer engagement platforms and channels.

• Proficiency in MS Office

Additional Information

AVERY DENNISON IS AN EQUAL OPPORTUNITIES EMPLOYER.