Customer Care Cell (CCC) Lead, ASEAN

Avery Dennison; Semenyih; On-site; MYR 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic leader to enhance customer experience and differentiate from competitors. In this pivotal role, you will lead a dedicated team of Customer Care and Technical Service Engineers across ASEAN, focusing on resolving customer complaints and driving process improvements. Your expertise will be essential in managing customer claims, collaborating with sales teams, and implementing quality corrective actions. This role offers a unique opportunity to influence customer satisfaction and develop high-potential talent within a supportive and innovative environment. Join a company recognized for its commitment to excellence and employee development.

Qualifications

• 10+ years of experience in customer complaints and claims handling.
• Experience in managing a regional team and working closely with sales.

Responsibilities

• Lead a team of engineers in handling customer complaints across ASEAN.
• Manage customer claims and ensure timely resolution.

Skills

Customer Complaint Handling

Team Leadership

Problem Solving

Analytical Skills

Communication Skills

Business Acumen

Data-Driven Decision Making

Relationship Building

Education

Bachelor's Degree or Equivalent

Job description

Company Description

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 34,000 employees in more than 50 countries. Our reported sales in 2023 were $8.4 billion. Learn more at www.averydennison.com.

AVERY DENNISON IS PROUD TO BE CERTIFIED GREAT PLACE TO WORK IN AUSTRALIA, CHINA, INDIA, INDONESIA, JAPAN, SINGAPORE, MALAYSIA, THAILAND AND VIETNAM, AND RECOGNIZED AS ONE OF THE BEST COMPANIES TO WORK FOR IN ASIA IN GREATER CHINA AND VIETNAM.

Job Description

ABOUT YOUR ROLE

You will enhance customers' experience and differentiate Avery Dennison from its competitors and build a strong CCC and technical service team in ASEAN. You will be leading a team of Customer Care Cell (CCC) Engineers and Technical Service Engineers in ASEAN.

YOUR RESPONSIBILITIES WILL INCLUDE:

CCC & Technical Service Focus

• Handle customer complaints, escalations and claims for customers across ASEAN.
• Working closely with CCC Engineer and Technical Service Engineers on the handling of customer complaints and ensuring its timely resolution based on service level agreements.
• Managing huge customer claims.
• Manage the company's policy to ensure that products meet customers’ needs, and improve the products competitiveness vs competing products in the market.
• Working very closely with the Business Managers and Sales team to ensure customer complaints and claims are solved.
• Coordinating between internal and external stakeholders to ensure that all implementation of quality related corrective actions are of the highest efficacy.
• Responsible for Regional Strategy & Projects for Process Improvement.
• Working closely with Customer Experience team in driving Digitalization Initiatives like promoting ADportal.

Employee Development and Management

• Lead the CCC & Technical Services Team in handling customer complaints and support to the customers.
• Train and provide development opportunities for the team. Ensure annual goals are complete and communicated. Ensure Global Performance Management System is up to date and regular feedback is provided to the team members.
• Monitor and evaluate team members, and adjust training where needed.
• Attract, retain and develop high potential talent.
• Act as a team role model and change-agent.
• Positively lead and influence team members to partner together to achieve individual and business goals.

Qualifications

• Bachelor’s degree or equivalent preferred.
• 10 + years of experience in handling customer complaints and claims.
• Experience in handling a regional team is a must.
• Experience in working closely with the sales team is a must.
• Experience in the handling process to improve initiative and projects is a must.
• Candidates from Chemicals/ Ink/ Paper/ Films / Packaging Industries are preferred.
• Excellent written, verbal and presentation communication skills.
• Excellent problem solving and analytical skills.
• Possess strong business acumen.
• Data driven and process oriented.
• Strong teamwork and relationship building skills.
• Strong customer focus and orientation.
• Skilled in reading, understanding and writing technical reports (eg. 8D) as appropriate for the needs of the audience.

AVERY DENNISON IS AN EQUAL EMPLOYMENT OPPORTUNITY PROVIDER.