Customer Service & Operations Lead

SmartRecruiters, Inc.; Town of Salina (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, a global materials science and digital identification solutions company, is seeking an experienced Senior Customer Service/Operations Manager to lead regional talent development and oversee high-volume order processing on-site.

You will coach teams, manage performance reviews, schedule staff to handle seasonal demand, resolve escalations, and align customer service goals with revenue targets, serving as a direct link 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.

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

Leadership

Team building

Conflict resolution

Communication

Operations management

Job description

Avery Dennison, a global materials science and digital identification solutions company, is seeking an experienced Senior Customer Service/Operations Manager to lead regional talent development and oversee high-volume order processing on-site.

You will coach teams, manage performance reviews, schedule staff to handle seasonal demand, resolve escalations, and align customer service goals with revenue targets, serving as a direct link to senior enterprise leadership.