Senior Customer Service Lead — Digital & Process Excellence

Avery Dennison; Jawa Barat; On-site; IDR 700,000,000 - 1,100,000,000; Full time

Job summary

Avery Dennison is seeking a senior Customer Service leader to supervise daily CS team activities, drive process improvements and digitisation of workflows. You will mentor front-line staff, set priorities, and ensure high compliance while collaborating with sales and supply chain to achieve goals.

Ideal candidates bring 10+ years in B2B CS at multinationals, strong English skills, and a track record of coaching teams, improving customer experiences, and implementing online engagement platforms.

Qualifications

• 10+ years in B2B customer service in multinational companies.
• Experience leading a team is a must.
• Strong written and verbal English communication.
• Excellent collaboration and problem solving skills.
• Proficiency with online customer engagement platforms.

Responsibilities

• Supervise day-to-day activities of the Customer Service Team.
• Drive process improvements and digitalisation of workflows.
• Mentor front-line staff with regular 1-on-1 coaching.
• Support sales and coordinate with supply chain to hit targets.
• Monitor KPIs and drive continuous service improvements.
• Coordinate with other departments for a process-driven approach.
• Provide proactive customer inquiries handling and escalation management.

Skills

Leadership

Team management

Communication

Customer service

Process improvement

Digitalisation

Training & coaching

Multinational experience

English

Education

Diploma or Bachelors Degree

Tools

MS Office

Job description

Avery Dennison is seeking a senior Customer Service leader to supervise daily CS team activities, drive process improvements and digitisation of workflows. You will mentor front-line staff, set priorities, and ensure high compliance while collaborating with sales and supply chain to achieve goals.

Ideal candidates bring 10+ years in B2B CS at multinationals, strong English skills, and a track record of coaching teams, improving customer experiences, and implementing online engagement platforms.