Head - Customer Service
Head - Customer Service
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Job Description
Leadership and Part of Country Management:
- Lead and guide a team of Customer Service Executives Supervisors and Managers to achieve KPI targets and departmental goals.
- Foster a motivated and cohesive work environment enhancing team morale and professionalism.
- Identify training and development needs implementing career development plans in collaboration with HR.
Operational Excellence:
- Oversee customer order processing ensuring adherence to departmental KPIs and maintaining quality and efficiency.
- Monitor team performance proactively addressing issues to enhance service delivery.
- Develop refine and implement standardized processes including DMT guidelines.
Customer Relations:
- Serve as the escalation point for key accounts resolving critical customer concerns effectively.
- Strategically Engage directly with customers to strengthen relationships and promote loyalty.
- Analyze customer service delivery standards and identify strategies to exceed competitor benchmarks
- Building connect and relationships with internal and external stakeholders.
Continuous Improvement:
- Drive Order Management improvement initiatives monitoring process standards and suggesting enhancements as necessary.
- Maintain an uptodate customer database to support business development and reporting needs.
- Ensure compliance with quality environmental health and safety standards.
- Apply project planning methodologies proficiently and demonstrate excellent problemsolving skills to handle challenging situations effectively.
- Any other activity to enhance the customer experience
Qualifications :
- Post Graduate degree in Business or a related field.
- Minimum of 15 years in customer service with 58 years in a senior leadership role.
- Proven track record in customer relationship management and team leadership.
- Strong communication negotiation and analytical skills.
- Thorough knowledge of business functions service marketing or industrial marketing strategies
- In depth knowledge of project planning methodologies
- Ability to promote a team environment negotiation skills presentation skills and analytical skills
Additional Information :
AVERY DENNISON IS EVERYWHERE YOU LOOK:
We not only embrace change we drive it. We work hard push hard and take brave risks. Our culture is innovative and collaborative where bold ideas turn into action. We grow strong talent through stretch opportunities only restricted by your interests. We are committed to workplace diversity both for employees and for the business. We are a force for good imbedded in industries and communities worldwide. We are challenging ourselves and others to reach higher and think bigger to improve the quality of all life. Avery Dennison is a great place to work for everyone. We offer:
- Workplace Flexibility
- Structured learning and development
- Mentoring program
- Competitive total rewards
We look forward to receiving your application.
Life at Avery Dennison
Avery Dennison Sustainability Goals
Avery Dennison is an equal opportunity employer.
We do not accept unsolicited referrals or resumes from any source other than directly from candidates.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
