Within a self directed work group and according to policies and procedures, the incumbent is responsible for customer order management and support. 

ESSENTIAL RESPONSIBILITIES:

1. Performs as the primary contact for assigned accounts for both external customers and internal account managers. Acts as liaison between account managers, operations, and customers.

2. Establishes, maintains, and improves strong customer relations through personal interactions, demonstrating a concern for customers’ needs and a desire to provide the highest level of customer satisfaction to assigned accounts.

3. Accountable for all order transactions from concept through shipment and billing.

4. Accountable for the preparation of custom orders including but not limited to item set ups and specification sheets.

5. Responsible for a high degree of accuracy, ensuring correctness in order processing to minimize product returns, scrap and rework for Operations production.

6. Works cooperatively with assigned account managers and internal customers to fulfill business unit objectives and goals.  Keeps account managers informed of all activities and issues related to the assigned account.

7. Responsible for addressing issues and concerns related to order status, ship dates, production delays, pricing/shipping errors, policies and procedures, credit problems and product problem solving.  Researches and provides problem resolution in a timely manner and initiates action from appropriate internal customers to ensure issues/problems are not repeated.

8. Utilizes system reports to closely monitor customer sales history and related information to support all requests.

9. Provides backup and support to team members within the department and field sales during absence and vacations to ensure continuous customer satisfaction.

Qualifications

1. Associate degree in business or related discipline or equivalent knowledge gained through experience and education.

2. A minimum of two years experience in a position providing customer service/satisfaction and order management.

3. Proficiency in Microsoft Excel/Google Sheets required.

4. Proficiency in Oracle E-Business Suite, Oracle Cloud Solutions, or similar Enterprise Resource Planning software required.

5. Experience in supporting and transacting via EDI and eCommerce preferred.

6. Must have an excellent attitude, tact, diplomacy, and ability to develop and maintain good relationships with internal/external customers under stressful conditions.

7. Must have excellent communication and listening skills, type an average of 60 words per minute, and have a courteous telephone manner.

8. Demonstrated ability to work as a member of a group/team.

9. Demonstrated analytical skills, good decision making and persuasion skills.

10. Must have strong attention to detail, organizational skills and ability to deal with large volumes of work and prioritize according to business and customer needs.

WORKING CONDITIONS: This is an administrative position requiring full time use of a personal computer, working remotely and/or on premise. Must be able to sit for long periods of time while typing, speaking, and working to view and enter data into various electronic systems.

Additional Information

All 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.

All your information will be kept confidential according to EEO guidelines.

Avery Dennison is an Equal Opportunity and Affirmative Action Employer.