Assistant Customer Service Manager

Avery Dennison
Indonesia
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 10+ yearsEducation: bachelorsSkills: ["Leadership","Communication","Problem-solving","Multi-tasking","Collaboration"]

Supervise day-to-day activities of a Customer Service team, ensuring compliance and high performance while coaching and developing front-line representatives. Drive process improvement and digitization, including promoting adoption of My AD Portal and improving KPIs. Lead VOC capture and resolution, coordinate with other departments, and provide order management support. Proactively handle supply chain issues and maintain strong customer communications across phone, email, and chat channels.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Avery Dennison
Avery Dennison
1 day ago

Assistant Customer Service Manager

âś“ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Supervise day-to-day activities of a Customer Service team, ensuring compliance and high performance while coaching and developing front-line representatives. Drive process improvement and digitization, including promoting adoption of My AD Portal and improving KPIs. Lead VOC capture and resolution, coordinate with other departments, and provide order management support. Proactively handle supply chain issues and maintain strong customer communications across phone, email, and chat channels.
Location: Indonesia
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Supervise daily customer service operations by setting priorities, delegating tasks, and ensuring compliance with procedures and policies.
  • •Lead, mentor, and coach customer service representatives through 1-on-1 feedback, training, and development.
  • •Evaluate customer service effectiveness and coordinate with other departments in a process-driven, business-compliant manner.
  • •Drive digitization initiatives by promoting My AD Portal adoption and compiling customer feedback for enhancements with the CX team.
  • •Handle customer inquiries and VOC: investigate, resolve issues, manage order entry/expediting and shipment information, and communicate supply chain alternatives proactively.

Key Requirements

  • •10+ years’ experience in B2B customer service in multinational companies.
  • •Experience leading a team is required.
  • •Strong written and verbal communication skills across levels and functions in the organization.
  • •Extensive experience gathering and interpreting customer experience information (VOC) to tailor responses and actions.
  • •Proficiency in MS Office and solid knowledge of online customer engagement platforms and channels.
Experience:10+ yearsB2B customer serviceMultinational companies
Education:Bachelor's
Skills:LeadershipCommunicationProblem-solvingMulti-taskingCollaboration
Languages:English
Tech Stack:My AD PortalMS Office

Company Brief

Avery Dennison
Produces pressure-sensitive materials, labels, tags, packaging solutions, and RFID inlays and software for retail, logistics, and industrial customers. The company serves global brands with products that help identify, track, and enhance merchandise and supply chains.
Industry: Printing & Packaging
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Glendale, United States
Founded: 1935
WebsiteLinkedIn