Senior Customer Service Officer

Job Description

ABOUT YOUR ROLE

To ensure that customers are satisfied with the product, and build profitable customer relationships by maintaining a link between customers and the organization.

YOUR RESPONSIBILITIES WILL INCLUDE:

• To coordinate with the sales and production stakeholders and other functional stakeholders to ensure timely delivery of quality goods and services.
• To timely respond to customer enquiries and requests via all modes of communication.
• To handle customer complaints according to the Company procedures and service standard.
• To communicate with customers and vendors regarding the latest development of the customers and work with Customer Service Supervisor to maintain updated customer profile information.
• To use the updated standard forms and to work with Customer Service Supervisor to maintain updated records as required by ISO procedures (e.g. order forms etc.).
• To acknowledge customers on new orders by email and forward it to the Central Order Desk in case missing.
• To check the customer order information.
• To Coordinate and follow up with the customers for unclean orders to resolve in a timely manner.
• To Coordinate with GPD for the new item setup.
• To Coordinate with finance for new customer account setup along with form and necessary documents.
• To check the data and release in the system as per customer order forms.
• To coordinate with the customers in case of data issues like non availability or incorrect.
• To send the layouts to the customers for approval and inform the Order Management Team for processing after approval.
• To share the Proforma Invoices with the customers for official Purchase Order or advanced payment arrangement.
• To share the daily dispatch details with the customers.
• To share the overall open orders status with the customers (bi-weekly, weekly or fortnightly basis).
• Assist supervisor to investigate the root cause of CCR(Customer Complaint Record) and work out corrective action.
• Ensure to follow the SOPs and Business Rules related to the Customer Services Department.

Qualifications

The Customer Services Officer will have experience as a customer relations professional, working across business and geographical boundaries for a publicly traded company. Background/experience in customer relations is a plus. He/she must be able to meet the following criteria:

• Bachelor’s degree with 4-5 years of Experience in handling corporate customers preferably in an export industry
• Active Listening and Communication skills
• Empathy and Patience
• Responsiveness
• Emotional Intelligence
• Integrity
• Analytical skills
• Grip on Google tools
• Decision Making skills
• Time Management

Additional Information

AVERY DENNISON IS AN EQUAL EMPLOYMENT OPPORTUNITY PROVIDER

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 other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.