Customer Service Team Lead

5 months ago

High Wycombe, United Kingdom Avery Dennison Smartrac Full time

Company Description

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company that provides a wide range of branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers. Our products and solutions include labeling and functional materials, radio frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and a variety of products and solutions that enhance branded packaging and carry or display information that improves the customer experience. Serving an array of industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive — we employ approximately 35,000 employees in more than 50 countries. Our reported sales in 2023 were $ billion. Learn more at .

Job Description

This is a hands-on Team Leader role with responsibility for leading a small team within the EU and UK, as well as managing the order-to-delivery process, ensuring fast and reliable order fulfillment for customers in the EMEA region.

Alongside providing Customer Service for a region, the role will manage the day to day running of a team of Customer Service Representatives for the Fasteners (FSD) division ensuring coverage and support to the Printer Division (ID Solutions). 

YOUR RESPONSIBILITIES WILL INCLUDE :

Customer Service Representative Key Accountabilities: 

Accurate and timely entry of orders onto the order management system. Liaising with Customers to confirm orders, gather additional information as necessary and keep them informed of progress. Checking progress, lead-time and quantity for each order.  Liaising with planning/purchasing to ensure customer orders are prioritised and progressed appropriately and service levels are met. Ensuring clear and correct despatch instructions, terms of delivery, forwarder details, are provided to the despatch team. Proactively informing customers of order/shipment discrepancies and providing the intended resolution plan. Liaising closely with the relevant Territory Manager and Internal Sales Representative for the Country/Region to help deliver sales objectives and address the needs of customers. Running and monitoring back order reports for designated customer base (daily or weekly depending on the area). Proactively supporting TM with specific campaigns, this may include contacting existing customer base with special promotions. Dealing promptly and effectively with customer requests and queries, including invoice queries, to meet required time-scales. Liaising with Credit Control/Finance to resolve all invoice queries. Liaising with external service providers such as courier services and forwarding agents to resolve delivery queries. Building close relationships with all internal and external contacts to constantly improve information flow and the order process. Maintaining accurate and up to date customer records and price lists in the systems. Collating information and producing reports as required. Working with other members of the Sales, Marketing and Operations teams, to identify issues, propose solutions and take part in projects to contribute to operational and sales efficiency. Promoting a co-ordinated approach within the Customer Services team and providing cover for other team members in their absence.

Customer Service Team Leader Key Accountabilities:

Leading Customer Service team on day to day issues, and leading daily meetings - collaborating with internal teams.  Managing team performance, training and workload.  Follow employment policies, such as Absence Management, Discipline and Grievance. Report writing, setting objectives and conducting team member’s annual reviews through our internal GPS system.  Leading continuous improvement initiatives and working to improve credits, queries and targets. 

Qualifications

Fluent English, plus fluency in either French or Italian is required, fluent in both is beneficial Experience of customer service at supervisor level, preferably within a business to business environment Experience of managing people and leadership is strongly preferred Experience of liaising with an internal distribution department to ensure delivery of the product to the customer would be an advantage. Experience of liaising with customers / internal departments located outside the UK would be an advantage.  Experience of using an Oracle and Google suite packages is preferred Strong administrative and organisational skills. Demonstrated the desire to progress and take on extra responsibility. 

Additional Information

What we can offer you

Benefits including pension scheme, private medical cover, Employee Assistance Programme and life assurance 

Avery Dennison : Who we are - Our Story

Each of us, Every day. One Team

We understand diversity and equal opportunities as enrichment for our future-oriented work at Avery Dennison. With us, teams are balanced and diverse. Because each of us is unique, and we appreciate bringing together different personalities and talents.

Avery Dennison is an equal opportunity employer. You are interested in knowing more about our Diversity & Inclusion approach? Please go to

At Avery Dennison we do what we love, and we love what we do - Just click here, and get us to know even better: Life @ Avery Dennison ()

Please let us know if we can support you with reasonable accommodations throughout the application process by contacting our Talent Acquisition team via  

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