The Customer Service Sales Support Specialist acts as a liaison between the Avery Dennison commercial sales team, other internal departments, and the customer. The Representative is often the first line of contact for our customers, covering a broad range of industries. This role requires a high level of attention to detail for order entry, managing customer information, and other data entry. Customer contacts often cover multiple channels including phone, email, and live chat. In our fast-paced environment, customer service is provided in a professional, efficient, and precise manner. Our customers have high expectations for quick and accurate help.
Responsibilities
Provide first level contact in a friendly, helpful, customer-oriented manner
Demonstrate excellent customer service skills as well as an understanding of the product and the customer environment
Exceed customers’ expectations
Provide customer quotations for in-stock and custom items
Obtain and accurately enter orders from customers and internal teams covering multiple product lines
Enter and make address corrections to customer information in an internal database
Review orders from automated and other sources to ensure accuracy and conduct customer follow-up when necessary
Address common customer issues such as order status inquiries, shipping date estimates, production delays, pricing or shipping errors, policies, or credit requests
Communicate with customers effectively using multiple channels including phone, email, and live chat
Provide basic reports to customers and commercial team members on pending and past purchase history
Follow up with customers, provide feedback and see problems through to resolution
Properly escalate unresolved queries to the next level
Recommend procedure modifications or improvements
Strong client-facing and communication skills including excellent oral, written, and interpersonal skills requiring ordinary courtesy and tact
Proficiency in English. Proficiency in additional languages is a plus.
Associate Degree in Business Communications, or related field of study, or the equivalent in education or experience, with at least one year of experience working directly with customers, preferably in a business-to-business sales model
Advanced multi-tasking skills with the ability to analyze complex situations and reply quickly in a variety of situations
Customer service orientation
Strong attention to detail needed to ensure entered orders are accurate
Strong computer skills, experience in Oracle Enterprise Business System is preferred
Intermediate Excel or Google Sheets skills required
Ability to perform non-complex math calculations (addition, subtraction, multiplication, division, percentage) to verify calculation on prices of product per unit
Though not required, we would prefer this role to be hybrid with the ability to work in our Orange, CA office.
Management reserves the right to revise, change or modify the duties and responsibilities of this position at any time to meet business and organizational needs. This position description may not list all duties for this position. The incumbent in this position may be asked to perform other duties. This position description is not a contract for employment and either the incumbent or the company may terminate employment at any time, for any reason.
