At Avery Dennison, some of the great benefits we provide are:

• Health & Wellness benefits starting on day 1 of employment
• Paid parental leave
• 401K eligibility
• Tuition reimbursement
• Flexible work arrangements
• Employee Assistance Program eligibility / Health Advocate
• Paid vacation and Paid holidays

Job Description

The Administrative Quality Consultant serves as the customer’s point of contact for transactional-related quality issues, as well as driving quality information and improvement through the organization.  Administrative-related quality issues can occur anywhere within the product’s chain of custody and can result from business transactional defects and/or customer transactional defects (i.e. Transit damage, lost shipment, pricing, obvious material issues)       

REPRESENTATIVE ACTIVITIES:  Activities and duties will vary depending upon the functional area assigned.  Activities may include, but are not limited to:    

• Interact with the customer via email or telephone to collect information relating to quality issues. Records the required information in order to initiate the claims investigation.

• Follow standard work processes for different types of claims to discern whether or not the issue results from Avery Dennison’s processes or is a processing issue at the Customer. The AQC dispositions the claim.

• Ensure that we are responsive to customer needs through timely processing of complaints.  Uses a positive attitude when responding to customer complaints.   

• Responsible for the entire claim entry process from initial entry to credit generation.  Claims process includes giving customers’ traceability information, providing material disposition, assigning corrective action letters, sending complaint information to an at fault location, investigating root cause, and developing countermeasures to prevent reoccurrence.   

• Follow established process for handling customer deductions forwarded by accounts receivable.  

• Provide customer requested documentation of claim details and provide proactive claim status updates when there are new learnings.   

• Act as the customer advocate, providing valuable feedback to the organization on customer satisfaction.  

• Identify repeat claims - multiple claims sharing the same root cause, submitted by different customers, etc.

• Serve as a neutral party between customer and organization in claim investigation. 

• Interact as needed with Sales, Finance, site resources, IT, Customer Service (ACs and SCs), and divisional technical resources to obtain information pertinent to understanding and resolving customer quality issues.  

• Provide training when needed to both team members and external personnel. 

Qualifications

• Bachelor’s degree preferred

• 2+ years of customer service experience preferred

• Strong customer service skills - written, verbal and telephone communication skills  

• Ability to handle multiple tasks - the role requires that you will be working on 10+ claims at the same time  

• Strong analytical and problem solving skills

• Attention to detail & organizational skills

• High degree of accuracy, time-management and priority setting skills

• Understanding of applicable computer software and systems, such as Google Platforms, Microsoft Office, Lotus Notes, and function specific software (EBS, Oracle)

• Collaborator. Work well with peers and people at all levels of an organization, both internally and externally. 

• Reliable and Dependable. One who can be there when needed and deliver consistent results.