Customer Service Representative - Hybrid

Avery Dennison; Toronto; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

A global materials science company is seeking a Customer Service Representative to manage accounts and provide excellent service in a hybrid work environment. Responsibilities include handling order processing, resolving customer queries, and communicating supply chain issues. Ideal candidates will have a High School Diploma, strong communication skills, and 3-5 years of customer service experience. This position offers an engaging work atmosphere and is essential to maintaining customer satisfaction.

Qualifications

• 3 - 5 years of Customer Service or related experience is a plus.
• Detail-oriented with good follow-up skills.
• Knowledgeable on technical aspects of assigned product lines.

Responsibilities

• Manage accounts for order processing and fulfillment.
• Provide customer service regarding company products.
• Investigate and resolve product/service complaints.

Skills

Strong written, verbal and telephone skills

Data entry and organizational skills

Customer service experience

Ability to manage multiple priorities

Education

High School Diploma or equivalent

Tools

CRM systems

ERP systems

Google Suites

Job description

Customer Service Representative - Hybrid

• Full-time

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 $8.4 billion.

If you enjoy sports, entrepreneurialism and thrive in a fast-paced and ever-changing environment, then this is the role for you. Silver Crystal Group (SCG) provides personalization and customization in the sports and entertainment apparel industries. The organization works closely with Adidas, Nike, Fanatics, 500+ professional sports teams and leading retailers across North America on fulfilling customization orders direct through its e-commerce channels or through Fanzones.com, NHL.com, NFL.com, NBA.com, NHL.com and more. SCG is one of Canada’s few winners of Fast Company Magazine’s Fast 50 award.

Responsibilities

• Manage accounts in terms of order processing, order follow up, sales order pricing, on-time deliveries, complete order fulfillment.
• Provides customer service regarding company's services and/or products.
• Identifies customer's needs and determines appropriate action.
• Investigates and resolves product/service/billing complaints professionally and tactfully, collaborating with relevant departments.
• Uses a CRM or equivalent system to keep track of customer queries.
• Uses an ERP to enter and track the status of orders.
• Champions customer needs and follow up on customer inquiries.
• Principal liaison for Commercial for the customer base.
• Support all aspects of service to the customer including, but not limited to: price quotes, technical and product recommendations.
• Initiate and implement initiatives which improve customer service and responsiveness.
• Coordinate with Logistics and Operations on capacity planning and scheduling for open orders.
• Proactively communicate supply chain issues and provide alternatives.
• Provide responsive order management support including order entry, or expediting and shipment information to customers.
• Collaborate and back-up team-members when workload makes this necessary.
• Partner with Commercial to assist in achieving sales goals.
• Work closely with logistics team or search in the system for tracking/shipping information in order to provide it to our customers.
• Ability to work in a fast paced environment.

Qualifications

• High School Diploma or equivalent required.
• 3 - 5 years of Customer Service or related experience is a plus.
• Strong written, verbal and telephone skills.
• Strong data entry and organizational skills. Detailed oriented and good follow-up skills.
• Knowledgeable on technical aspects of assigned product lines and customers.
• Able to effectively manage many priorities and issues.
• Understanding of applicable systems, such as Google Suits and local ERP.

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