Customer Service Manager

Avery Dennison; Village of Liverpool (NY); On-site; USD 106,000 - 142,000; Full time

Benefits offered by this job

Healthcare Network

401(k) Retirement Plan

Life Insurance

Paid Time Off

Job summary

Avery Dennison in the United States seeks an experienced Senior Customer Service and Operations Manager for an on-site role in the New York area. You will lead high-volume customer service operations, coach teams, and coordinate with Commercial, Sales and Finance to meet revenue targets.

The ideal candidate has 3+ years in customer service or operations management, plus retail leadership experience; knowledge of Workwear or Team Sports equipment is a plus.

Qualifications

• 3+ years of customer service or operations management experience in a fast-paced environment.
• Strong background and leadership experience in retail management strongly preferred.
• Hands-on experience or functional product knowledge in Workwear or Team Sports equipment/apparel is highly desirable.
• Proven track record of team building, staff retention, talent development, and conflict resolution.
• Demonstrated expertise in high-volume workflow management paired with excellent written and verbal communication skills.

Responsibilities

• Attract, retain, and cultivate high-potential talent within the regional branch while managing performance through coaching, ongoing feedback, and structured annual reviews.
• Oversee day-to-day high-volume customer service operations, dynamically scheduling and shifting personnel to handle fluctuating order volumes, seasonal peaks, and tight delivery windows.
• Serve as the senior escalation point for critical customer disputes, supply chain challenges, and end-to-end order processing from entry through logistics communication.
• Continuously analyze workflow efficiency, resolve operational bottlenecks, track key performance indicators (KPIs), and administer operational budgets.
• Partner closely with regional Commercial, Sales, and Finance leads to align customer service goals with revenue targets and serve as a direct communication bridge to senior enterprise leadership.

Skills

Customer service

Operations management

Retail management

Team leadership

Communication skills

Job description

We are a global materials science and digital identification solutions company with locations in over 50 countries, and approximately 35,000 employees worldwide. As a science and innovation company, we believe that diverse teams are stronger teams. We are committed to fostering a culture of curiosity and courage, where you can grow your career with a company that has innovation in its DNA. Founded on creating real-world impact to enable a better future, we strive to provide an open, collaborative culture where diversity of thought is encouraged and respected. Hear from our employees about what it's like working at Avery Dennison. Learn more at www.averydennison.com.

At Avery Dennison, some of the great benefits we provide are:

Healthcare Network: Access to our large network of medical and behavioral health professionals.

401(k) Retirement Plan: You receive an automatic contribution of 3% of eligible pay (even if you contribute $0) plus a matching contribution of 50% on the first 7% of eligible pay you contribute.

Life Insurance: Basic Life Insurance (Company paid): Provides twice your base annual salary up to a $50,000 maximum at no cost to you.

Paid Time Off: We offer a generous vacation program that varies based upon your experience and position within Avery Dennison.

Why join Avery Dennison:

We are a global materials science and digital identification solutions company with locations in over 50 countries, and approximately 35,000 employees worldwide. As a science and innovation company, we believe that diverse teams are stronger teams. We are committed to fostering a culture of curiosity and courage, where you can grow your career with a company that has innovation in its DNA. Founded on creating real-world impact to enable a better future, we strive to provide an open, collaborative culture where diversity of thought is encouraged and respected. Hear from our employees about what it's like working at Avery Dennison. Learn more at www.averydennison.com.

Benefits:

At Avery Dennison, some of the great benefits we provide are:

• Healthcare Network: Access to our large network of medical and behavioral health professionals.

• 401(k) Retirement Plan: You receive an automatic contribution of 3% of eligible pay (even if you contribute $0) plus a matching contribution of 50% on the first 7% of eligible pay you contribute.

• Life Insurance: Basic Life Insurance (Company paid): Provides twice your base annual salary up to a $50,000 maximum at no cost to you.

• Paid Time Off: We offer a generous vacation program that varies based upon your experience and position within Avery Dennison.

Job Description

Position Work Arrangement: On-site

• Attract, retain, and cultivate high-potential talent within the regional branch while managing performance through coaching, ongoing feedback, and structured annual reviews.

• Oversee day-to-day high-volume customer service operations, dynamically scheduling and shifting personnel to handle fluctuating order volumes, seasonal peaks, and tight delivery windows.

• Serve as the senior escalation point for critical customer disputes, supply chain challenges, and end-to-end order processing from entry through logistics communication.

• Continuously analyze workflow efficiency, resolve operational bottlenecks, track key performance indicators (KPIs), and administer operational budgets.

• Partner closely with regional Commercial, Sales, and Finance leads to align customer service goals with revenue targets and serve as a direct communication bridge to senior enterprise leadership.

Qualifications

• 3+ years of customer service or operations management experience in a fast-paced environment.

• Strong background and leadership experience in retail management strongly preferred.

• Hands-on experience or functional product knowledge in Workwear or Team Sports equipment/apparel is highly desirable.

• Proven track record of team building, staff retention, talent development, and conflict resolution.

• Demonstrated expertise in high-volume workflow management paired with excellent written and verbal communication skills.

Additional Information

The salary range for this position is $106,275 - $141,700 / year. The hiring base salary range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candidate’s relevant skills, experience, education and training, and location, as well as the job scope and complexity, responsibilities, and regular and/or necessary travel required for the position, which may change depending on the candidate pool. Avery Dennison reserves the right to modify this information at any time, subject to applicable law.

Equal Opportunity Employer

Avery Dennison is an equal opportunity employer. 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 any other protected status.

Reasonable Accommodations Notice

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Identity Verification Notice

To maintain the integrity of our hiring process and protect our candidates from identity fraud, we require video and/or in-person interviews. As part of this verification, we may also ask you to take a brief photo. This image is used exclusively to ensure identity consistency and will be permanently deleted once the hiring process concludes.

Pre-employment Screening Notice

As part of our commitment to maintaining a safe and productive work environment, Avery Dennison requires all final candidates to successfully complete a comprehensive background check and a drug screening. These checks are conducted post-offer and are a condition of employment. All results will be considered in accordance with applicable local, state, and federal laws.