Customer Service Rep - 1st Shift, 8AM-5PM, Mon-Fri

Company Description

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company. We are Making Possible™ products and solutions that help advance the industries we serve, providing branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers. We design and develop labeling and functional materials, radio-frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and offerings that enhance branded packaging and carry or display information that improves the customer experience. Serving industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive — we employ approximately 35,000 employees in more than 50 countries. Our reported sales in 2024 were $8.8 billion. Learn more at www.averydennison.com.

Job Description

The Customer Services Representative serves as the liaison between Rotary clients and Vestcom’s coordinating departments in order to ensure projects are completed on time and client satisfaction remains high.  This position is the key contact for specific assigned clients. In conjunction with the Client Services Manager, the Customer Services Representative provides day-to-day client relationship involvement, tracking projects and issues resolution. In this role, you will work 1st Shift, 8AM-5PM, Mon-Fri.

• Serves as a point of contact between assigned accounts and Vestcom.
• Handles 20+ client accounts, typically with revenue less than $5MM.

• Communicates effectively with specific assigned clients to ensure projects are completed on time and issues are resolved expeditiously.  

• Provides regular status updates to keep clients informed of project status, changes, issues and needs or client special requests. 

• Provides Account Management support to clients independently and in conjunction with Vestcom’s Commercial team to drive higher client satisfaction.

• Presents customers with new products, samples, and pricing for revenue growth.

• Keeps Client Services Manager updated on any changes made to client orders/products. 

• Participates in regular and ad hoc meetings for client projects and client issues.

• Coordinates new client projects and/or requested changes on an on-going basis and ensures the proper completion of assigned projects.

• Gather all information necessary to begin projects such as die layouts, creative, quantities and pricing, store lists, delivery schedules, etc.

• Ensures that all required elements of information needed by internal departments are supplied by the client.

• Reviews and performs quality checks on pre-production proofs (whenever possible) to make sure all changes/updates have been made correctly. 

• Prepares and maintains documentation related to client requests, issue tracking and resolution, performance statistics, and product inventory or billing data as required.

• Initiates client credit requests based on complaint resolution.

• Develops working knowledge of client’s business processes and organization to provide excellent service to the client. 

• Ensures total client satisfaction, through the timely completion of client requests.

• Coordinates the scheduling and prioritizing of jobs, and requests, ensuring that client deadlines are maintained.

• Communicates routinely with production management on special production job scheduling needs.

• Evaluates and determines when committing to expedited, un-billed shipping methods is necessary to ensure clients’ delivery requirements are met.

• Ensures compliance with internal policies, procedures and internal controls in accordance with the Sarbanes- Oxley Act 2002 Section 404.

Qualifications

• High School diploma or GED required. 

• At least 3 to 5 years related business experience and/or training in client service; or an equivalent combination of education and work experience required. Previous printing industry experience preferred.

• Must possess the ability to be diplomatic with challenging clients.

• Excellent oral, interpersonal and written communication skills. Must be able to effectively communicate information to clients, and employees.

• Ability to work in a collaborative and participative, team-oriented environment, working with clients (both internal and external), all employees, and others in a professional manner.

• Strong organizational skills with ability to manage multiple projects concurrently, delivering against deadlines; with keen attention to detail to ensure highest quality of deliverables.

• Proficiency in the following computer applications: Excel, Word, Google Apps - Gmail, Calendar, Drive, Sheets, Docs, and Sheets.

• Ability to embody and reflect Avery Dennison’s core values

• Compliance with Company policies concerning maintaining a drug free workplace is required

• Compliance with all Company policies is required including all safety policies and procedures 

Management Disclaimer: 

Vestcom’s Management reserves the right to revise, change or modify the duties and responsibilities of this position at any time to meet business and organizational needs. This position description may not list all duties for this position. The incumbent in the position may be asked to perform other duties. This position description is not a contract for employment and either the incumbent or Vestcom may terminate employment at any time, for any reason. 

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.

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.