Senior Customer Service Specialist

Job Description

Job Description

We are seeking a highly motivated and experienced Senior Customer Service Representative to join our fast-paced, high-volume manufacturing environment. The ideal candidate is a self-starter with a proven ability to work independently as well as collaboratively in a team setting. This role is crucial for maintaining excellent customer relationships, supporting sales objectives, and driving continuous improvement in our customer service operations. Experience in the manufacturing industry is required, with a strong preference for apparel manufacturing experience. 

This is an onsite role. 

Key Responsibilities:

Customer and Sales Support

• Manage high-volume customer inquiries, purchase orders, product requests, and service issues with speed and accuracy.

• Process and manage customer orders and related documentation, requiring accurate data entry.

• Develop and maintain strong, effective relationships with internal partners, including Sales, Production, and Logistics, to ensure seamless customer service delivery.

• Serve as an escalation point for complex customer issues, providing timely and effective resolution.

Mentorship and Leadership

• Act as a mentor to less experienced team members, sharing best practices and product knowledge.

• Assist in training new customer service staff on company processes, systems, and service standards.

Process Improvement and Adaptability

• Identify opportunities for process improvement that enhance efficiency and customer satisfaction.

• Quickly adapt to changes in process, systems, and priorities as dictated by business needs and technological advancements.

Communication and Administrative

• Exhibit strong verbal and written communication skills to effectively interact with customers and internal stakeholders.

• Perform required administrative tasks and maintain detailed records of customer interactions and transactions.

• Maintain up-to-date product knowledge and understanding of manufacturing timelines and capabilities.

Qualifications

Required Experience and Skills

• Experience: Minimum of 5 years in a fast-paced Customer Service role; experience in a manufacturing environment is preferred.

• Communication: Strong verbal and written communication skills.

Preferred Experience

• Previous experience specifically in apparel manufacturing.

• Prior experience in a mentorship or team leadership capacity.

• A demonstrated history of successful process improvement initiatives.

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• Work Style: Self-starter with a demonstrated ability to work both independently and as part of a team.

• Adaptability: Comfortable managing a high-volume workload, shifting priorities, and frequent process changes.

• Technical Skills: Proficient in data entry and comfortable learning and utilizing new technology/software.

Additional Information

The hourly range for this position is $22-$30/ hour. The hiring range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candidate’s relevant skills, experience, education and training, and location, as well as the job scope and complexity, responsibilities, and regular and/or necessary travel required for the position, which may change depending on the candidate pool. Avery Dennison reserves the right to modify this information at any time, subject to applicable law.

Equal Opportunity Employer:

Avery Dennison is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other protected status.

Reasonable Accommodations Notice:

If you require accommodations to view or apply for a job, alternative methods are available to submit an application. Please contact (440) 534-6000 or [email protected] to discuss reasonable accommodations.

Identity Verification Notice:

To maintain the integrity of our hiring process and protect our candidates from identity fraud, we require video and/or in-person interviews. As part of this verification, we may also ask you to take a brief photo. This image is used exclusively to ensure identity consistency and will be permanently deleted once the hiring process concludes.

Pre-employment Screening Notice:

As part of our commitment to maintaining a safe and productive work environment, Avery Dennison requires all final candidates to successfully complete a comprehensive background check and a drug screening. These checks are conducted post-offer and are a condition of employment. All results will be considered in accordance with applicable local, state, and federal laws.