Customer Service Representative

Avery Dennison; Dubai; On-site; AED 70,000 - 90,000; Full time

Job summary

A global materials company in Dubai is seeking a customer service representative to manage accounts, provide telephone support, and resolve complaints. The ideal candidate should have a degree and 2-3 years of experience in customer service, with strong communication and organizational skills. This role supports customer needs and aims to enhance service responsiveness.

Qualifications

• 2-3 years in Customer Service or related experience is preferred.
• Good written, verbal, and telephone communication skills.
• Good data entry and organizational skills with attention to detail.

Responsibilities

• Manage accounts in terms of order processing and fulfillment.
• Provide telephone customer service regarding company's products.
• Investigation and resolution of customer complaints.

Skills

Customer service skills

Communication skills

Organizational skills

Data entry skills

Education

Degree or Equivalent Diploma

Tools

Microsoft Office

Job description

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company. We are Making Possible products and solutions that help advance the industries we serve, providing branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers.

Job Description

The REPRESENTATIVE ACTIVITIES include managing accounts, providing telephone customer service, identifying customer needs, promoting and selling products or services, investigating and resolving complaints, and using computer systems to track orders and resolve issues.

Key responsibilities will include:

• Manage accounts in terms of order processing, order follow up, pricing integrity, on-time deliveries, complete order fulfillment.
• Provide telephone customer service regarding the company's services and/or products.
• Identify customer's needs and determine appropriate action.
• Promote and sell the company's products or services.
• Investigate and resolve complaints.
• Use a computer system to track questions and answers as well as enter and track the status of orders.
• Evaluate and resolve customer complaints professionally and tactfully.
• Negotiate customer product/billing complaints by offering discounts, authorizing returns, requesting returned product testing by internal quality or other staff, and approving replacement orders.
• Authorize credit memos/refunds within policy and according to established procedures.
• Implement account service strategies.
• Act as principal liaison with marketing and sales for assigned customers.
• Implement marketing programs for assigned accounts.
• Support all aspects of service to the customer including price quotes, quote follow-up, technical and product recommendations, and sample department coordination.
• Initiate and implement initiatives to improve customer service and responsiveness.
• Coordinate with Logistics and Operations on capacity planning and scheduling.
• Champion customer needs and follow up on customer inquiries.
• Provide responsive order management support including order entry, expediting, and shipment information to customers.
• Proactively communicate supply chain issues and provide alternatives.
• Attend technical training seminars.
• Back-up team members when workload requires.
• Partner with Inside Sales to assist in achieving sales goals.

Qualifications

The requirements for this position include:

• Degree or Equivalent Diploma required.
• 2-3 years in Customer Service or related experience is preferred.
• Good written, verbal, and telephone communication skills.
• Good data entry and organizational skills, with attention to detail and good follow-up skills.
• Able to effectively manage priorities and issues.
• Understanding of applicable computer systems, such as Microsoft Office and function-specific software.

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 information will be kept confidential according to EEO guidelines.