Customer Service Representative

We are looking for an enthusiastic Customer Service Representative to complete the Customer Service team of the Reflective Solutions segment in Avery Dennison. In this role you will be responsible for identifying, meeting and championing customer needs from a day-to-day operational perspective, as well as ensuring long term customer satisfaction, for the various segments we are active in like Traffic, License Plates, Vehicle Graphics and Personal Safety. This position covers the EMEA region and daily contact with international customers in various languages.

Core responsibilities:

• Manage assigned accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries and complete order fulfillment
• Provide responsive support for 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
• Investigate, evaluate and resolve customer complaints professionally in alignment with the complaint handling department
• Maintain and create customer master files (use of the Accelerator and SFDC)
• Initiate and implement continuous improvement initiatives focused on more efficient and effective processes/best practices to increase the quality of our customer service
• Promote and proactively communicate innovative, new and changing products and services
• Coordinate with Logistics and Operations on capacity planning and scheduling, proactively communicate supply chain issues and provide alternatives
• Close collaboration with Marketing and Sales for assigned customers (implementation of marketing programs, partner with Sales to assist in achieving goals, support on customer growth projects)
• Ensure proactive communication within Customer Service and Sales network by sharing insights gained during allocated customer contacts in regards of service, complaints or other important customer information
• Daily contact with North American counterparts in product management, production, logistics, etc.

Requirements

• 4-10 years of experience working in a customer-facing role (preferably within an international operating production company)
• Able to work independently, prioritize and perform in a high paced environment
• Strong organizational skills, very detailed oriented and good follow-up skills
• High customer orientation and friendliness
• Strong communication skills
• Analytical mindset
• High level of commitment and flexibility
• High degree of self-initiative, resilience and assertiveness
• Experience with the coordination of interdisciplinary project teams a plus
• Fluent in English and French (written & spoken). A fluency in German is considered as a plus.
• Easy to work with/team player
• Able to become easily acquainted and trained with the work
• Able to keep all matters handled and information received in the strictest confidence
• High IT affinity, experience working with an Order Management System, proficiency in G-Suite (Google docs, Google Sheets etc.) and Microsoft Office (Word, Excel etc) is a plus.