Customer Satisfaction
4 days ago
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.
- Work closely with CCC Engineer and Technical Service Engineers on the handling of customer complaints and ensuring timely resolution based on service level agreements.
- Manage huge customer claims.
- Ensure that products meet customers' needs and improve product competitiveness vs competing products in the market.
- Collaborate with Business Managers and Sales team to resolve customer complaints and claims.
- Coordinate between internal and external stakeholders to ensure effective implementation of quality-related corrective actions.
- Responsible for Regional Strategy & Projects for Process Improvement.
- Work 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.
- Monitor and evaluate team members, adjusting training as needed.
- Attract, retain, and develop high-potential talent.
- Act as a team role model and change agent.
- Positively lead and influence team members 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 working closely with the sales team is a must.
- Experience in process improvement initiatives 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 (e.g., 8D) as appropriate for the audience's needs.
Executive
Employment typeFull-time
Job functionOther
IndustriesPackaging and Containers Manufacturing
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