Customer Service Manager

Job Description

SUMMARY

• Manage the Customer Service Team by providing clear goals, strategies, and initiatives
• Drive change to achieve divisional financial and non-financial metrics
• Operate within a fast-paced, B2B customer environment

Employee Development & Management

• Train and provide development opportunities for staff supporting B2B customer accounts
• Ensure annual goals are completed and communicated
• Maintain Global Performance Management System and provide regular feedback
• Monitor and evaluate team members; adjust training as needed for a high-volume environment
• Attract, retain, and develop high-potential talent with B2B or complex customer service experience
• Model and promote the Corporation’s Code of Business Ethics and Values
• Perform general management duties including performance appraisals, promotions, and terminations
• Estimate personnel needs, delegate work, and ensure consistent application of organizational policies
• Act as a team role model
• Lead Continuous Service Improvement focused on efficiency, accuracy, and responsiveness
• Positively lead and influence team members to achieve individual and business goals
• Coordinate team efforts and manage a regional strategy and team operating plan aligned to B2B customer and commercial priorities

Excellence in Execution – Drive Results & Performance

• Communicate, implement, and interpret customer service policies and procedures supporting B2B customers
• Develop and implement continuous service improvement initiatives in a fast-paced, high-volume environment
• Ensure efficient utilization of day-to-day customer service systems, including CRM and ERP platforms
• Evaluate customer service operations and coordinate with cross-functional departments
• Identify, investigate, and resolve customer concerns and inquiries
• Assess customer needs within assigned business, region, or area with a B2B focus
• Champion customer needs and maintain a high standard of service
• Provide responsive order management support including order entry, expediting, and shipment updates
• Proactively communicate supply chain issues and recommend alternatives
• Maintain high levels of communication within the customer service team
• Partner with Finance and Commercial to achieve sales and customer satisfaction goals
• Measure and analyze performance against established metrics
• Participate in training to expand technical skills and service capabilities
• Schedule and organize personnel to meet anticipated workflow demands
• Generate reports and analyze data
• Recommend corrective actions to address customer complaints
• Ensure projects are completed on schedule and within budget
• Develop and administer budgets, schedules, and performance standards
• Influence overall objectives and long-range organizational goals
• Modify organizational structures of centralized functions, subject to approval
• Serve as a communication bridge between senior management and the team

Qualifications

• Bachelor’s Degree required
• 6+ years of customer service experience; B2B experience preferred
• Prior people management experience preferred
• Experience leading teams in a fast-paced, high-volume environment
• Strong leadership, development, and training skills
• Excellent written, verbal, and presentation communication skills
• Excellent problem-solving and analytical abilities
• Strong business acumen
• Data-driven and process-oriented mindset
• Strong customer satisfaction focus
• Working knowledge of applicable systems such as Google Workspace, CRM tools, and ERP platforms
• Knowledge of assigned product lines serving business customers
• Experience in sports, apparel, licensed products, or related B2B industries is a plus
• Demonstrated interest or passion for the sports industry preferred

Additional Information

Additional Information

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 other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.

Reasonable Accommodations Notice

If you require accommodations to view or apply for a job, alternative methods are available to submit an application. Please contact (440) 534-6000 or NA.TA.Operations@averydennison.com to discuss reasonable accommodations