ABOUT YOUR ROLE
Actively handle and get involved in all phases of customer service activities with customers, liaise with external
help desks and liaise with all internal departments of Avery Denison Lanka to provide an undisturbed service to
all customers.
YOUR RESPONSIBILITIES WILL INCLUDE:
1. Accept / Process orders and follow up to the delivery
This involves
1.1. Customer liaison
Accept and process orders seeing through to delivery.
Keep customers regularly updated on the progress of their orders. Regular informal conversations with
customers to strengthen the relationship whilst finding out valuable information such as competitor
information and their internal activities
1.2. Production liaison
Ensure clear information being sent to production along with the factory sheets. Follow through factory
sheets to ensure delivery dates are met. Maintain dialogue with the key people such as Shift Managers’
Production Planner and Team Leaders to improve customer satisfaction.
1.3. Marketing/Sales liaison
Ensure all price quotes being sent on time. Have two way communications with the Sales team in order to
avoid different information being given to customers. Regular informal discussions with the sales team to
share the customer/market information.
1.4. Finance liaison
Ensure clear instruction given to Finance team for invoicing and other billing activities such as change of
contact details and new requests.
1.5. Sister company liaison
Ensure that we have the most up to date information when handling critical situation related global
accounts. Negotiate better terms when factoring orders
2. Handling customer complaints with the help of the help desk
3. Visit customers if required along with Sales/CRM
4. Lead small groups (Retailer wise)
5. Assist team members to improve their skills and knowledge
OTHER RESPONSIBILITIES
1. Help the Assistant Manager Customer Service in developing CS team and it’s standards to meet future
customer expectations.
2. Report customer/market activities to the Assistant CS Manager.
3. Take leadership and cover for other CS executives in their absence.
4. Identify skills and knowledge of team members and effectively manage their talent to achieve set
objectives through guiding them to achieve individual objectives.
5. Ensure ISO quality, Environment, health and safety standards are adhered to and all activities in the
department are carried out in complaint with the Standard Operations Procedure.
6. Continuously improve and develop your knowledge and skills in the job through training and development
initiatives provided to you by the company.
7. Give feedback regarding your training to the in the follow up on actions taken after training
8. Responsible that company policies , procedures and regulations are followed at all times and to protect
confidentiality of company and work related information at all times
WHAT WE WILL BE LOOKING FOR IN YOU:
1. Knowledge of business functions in apparel industry for minimum 3 years
2. Strong negotiation, communication, planning, presentation and analytical skills.
3. Excellent oral , written communication and interpersonal skills
EDUCATION:
1. Four passes in GCE A/L. Part qualification in CIM or equivalent qualification
