Assistant Customer Service Manager
Job Description
ABOUT YOUR ROLE:
You will supervise the day-to-day activities of the Customer Service Team. You will be responsible for process improvement and digitalisation of the existing processes.
YOUR RESPONSIBILITIES WILL INCLUDE:
Leadership and Communication
• Leading & Directing a Team: Set daily priorities, delegate tasks effectively, and maintain high compliance standards across customer service operations while fostering accountability and active collaboration.
• Team Development & Coaching: Actively mentor front-line support representatives, conduct regular 1-on-1 feedback sessions, and create clear professional growth paths to boost retention and skill levels.
• Monitor and evaluate team members, and adjust training where needed.
• Responsible for training and development of subordinate staff, estimating personnel needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies.
• Act as a team role model and change-agent.
• Positively lead and influence team members to partner together to achieve individual and business goals in accordance to Avery Dennison’s Business Conduct Guidelines.
• Support the Sales Team to achieve sales goals by helping in administrative tasks or customer enquiries.
• Coordinates and supervises the daily activities of the team and responsible for team leadership and tasks such as: attendance/vacation schedule, training coaching and development.
• Evaluate the effectiveness of customer service operations. Coordinate customer service function with other departments in a process driven and business compliant manner.
• Proactively communicate supply chain issues and provide alternatives.
• Provide responsive order management support including order entry, or expediting and shipment information to customers.
• Ensures team compliance with established procedures and maintain effective indent inventory management
Driving Digitization Initiatives
• Actively promote and support customers to use My AD Portal.
• Optimise customers’ adoption rate and achieve KPI
• Compiling feedback on issues, convert into opportunity for enhancements with CX team
Customer Experience Enhancement
• Identify VOC (Voice of Customer), customer concerns, investigate and resolve problems, and respond to customer inquiries.
• Oversee and conduct assessments of customer needs
• Champion customer needs and follow-up on customer inquiries
• Maintain high levels of communication within the customer service team.
• Actively participate in training to expand technical skills and improve services provided to customers.
• Maintain a strong database of potential customers by taking proactive steps to engage with them.
• Main contact with customers via different communication channels (Phone, Email, Social Media, Chat Applications)
• Take proactive steps to maintain positive customer experiences.
• Recommend corrective services to adjust customer complaints.
• Any other duties and responsibilities that may be assigned to you by the management from time to time
Process Improvement
• Develop, recommend, and coordinate the implementation of new procedures.
• Communicate, implement and interpret customer service policies and procedures.
• Attend meetings for process improvements
• Other admin / non-direct sales tasks as required.
Requirements
Department: Customer Service & Support
Function: Customer Service
Experience Level: Mid-Senior Level