Customer Service Manager

SummaryManage the Customer Service Team by providing clear goals, strategies, and initiativesDrive change to achieve divisional financial and non-financial metricsOperate within a fast-paced, B2B customer environmentEmployee Development & ManagementTrain and provide development opportunities for staff supporting B2B customer accountsEnsure annual goals are completed and communicatedMaintain Global Performance Management System and provide regular feedbackMonitor and evaluate team members; adjust training as needed for a high-volume environmentAttract, retain, and develop high-potential talent with B2B or complex customer service experienceModel and promote the Corporation’s Code of Business Ethics and ValuesPerform general management duties including performance appraisals, promotions, and terminationsEstimate personnel needs, delegate work, and ensure consistent application of organizational policiesAct as a team role modelLead Continuous Service Improvement focused on efficiency, accuracy, and responsivenessPositively lead and influence team members to achieve individual and business goalsCoordinate team efforts and manage a regional strategy and team operating plan aligned to B2B customer and commercial prioritiesExcellence in Execution – Drive Results & PerformanceCommunicate, implement, and interpret customer service policies and procedures supporting B2B customersDevelop and implement continuous service improvement initiatives in a fast-paced, high-volume environmentEnsure efficient utilization of day-to-day customer service systems, including CRM and ERP platformsEvaluate customer service operations and coordinate with cross-functional departmentsIdentify, investigate, and resolve customer concerns and inquiriesAssess customer needs within assigned business, region, or area with a B2B focusChampion customer needs and maintain a high standard of serviceProvide responsive order management support including order entry, expediting, and shipment updatesProactively communicate supply chain issues and recommend alternativesMaintain high levels of communication within the customer service teamPartner with Finance and Commercial to achieve sales and customer satisfaction goalsMeasure and analyze performance against established metricsParticipate in training to expand technical skills and service capabilitiesSchedule and organize personnel to meet anticipated workflow demandsGenerate reports and analyze dataRecommend corrective actions to address customer complaintsEnsure projects are completed on schedule and within budgetDevelop and administer budgets, schedules, and performance standardsInfluence overall objectives and long-range organizational goalsModify organizational structures of centralized functions, subject to approvalServe as a communication bridge between senior management and the teamQualificationsBachelor’s Degree required6+ years of customer service experience; B2B experience preferredPrior people management experience preferredExperience leading teams in a fast-paced, high-volume environmentStrong leadership, development, and training skillsExcellent written, verbal, and presentation communication skillsExcellent problem-solving and analytical abilitiesStrong business acumenData-driven and process-oriented mindsetStrong customer satisfaction focusWorking knowledge of applicable systems such as Google Workspace, CRM tools, and ERP platformsKnowledge of assigned product lines serving business customersExperience in sports, apparel, licensed products, or related B2B industries is a plusDemonstrated interest or passion for the sports industry preferredAdditional InformationAll 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.Reasonable Accommodations NoticeIf you require accommodations to view or apply for a job, alternative methods are available to submit an application. Please contact (440) 534-6000 or NA.TA.Operations@averydennison.com to discuss reasonable accommodations #J-18808-Ljbffr