Job description
Company Description
Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company that provides a wide range of branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers. Our products and solutions include labeling and functional materials, radio frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and a variety of products and solutions that enhance branded packaging and carry or display information that improves the customer experience. Serving an array of 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 2023 were $8.4 billion. Learn more at www.averydennison.com.
If you enjoy sports, entrepreneurialism and thrive in a fast-paced and ever-changing environment, then this is the role for you. Silver Crystal Group (SCG) provides personalization and customization in the sports and entertainment apparel industries. The organization works closely with Adidas, Nike, Fanatics, 500+ professional sports teams and leading retailers across North America on fulfilling customization orders direct through its e-commerce channels or through Fanzones.com, NHL.com, NFL.com, NBA.com, NHL.com and more. SCG is one of Canada’s few winners of Fast Company Magazine’s Fast 50 award.
Job Description
- Manage assigned B2B customer accounts including order processing, order follow-up, sales order pricing, on-time deliveries, and complete order fulfillment in a fast-paced, high-volume environment.
- Provide front-end, client-facing B2B customer service for the company’s products and services (not a call center or consumer/B2C role).
- Identify business customer needs, determine appropriate action, and manage multiple competing priorities throughout the day.
- Investigate and resolve product, service, or billing issues professionally and tactfully in collaboration with internal departments.
- Use a CRM or equivalent system to track and manage B2B customer inquiries and follow-ups.
- Use an ERP system to enter orders and monitor order status, fulfillment progress, and shipment details.
- Champion customer needs by proactively following up on inquiries, open orders, and escalations.
- Serve as the principal liaison between Commercial and the assigned B2B customer base.
- Support all aspects of customer service including, but not limited to: Price quotes, Technical and product recommendations
- Initiate and support initiatives that improve customer service efficiency, responsiveness, and accuracy.
- Coordinate with Logistics and Operations on capacity planning and scheduling for open orders.
- Proactively communicate supply chain constraints or delays and recommend alternative solutions to customers.
- Provide responsive order management support including order entry, expediting, and shipment status updates.
- Collaborate with and back up team members when workload volume or priority conflicts require support.
- Partner with Commercial to support customer satisfaction and sales objectives.
- Work closely with the logistics team or leverage internal systems to provide accurate tracking and shipping information to customers.
- Experience in a fast-paced, high-volume apparel or manufacturing B2B environment required.
- Team sports industry experience a plus.
Qualifications
High School Diploma or equivalent required.
3–5 years of B2B customer service, account management, or order management experience preferred.
Strong written, verbal, and professional communication skills.
Strong data entry and organizational skills; highly detail-oriented with strong follow-up.
Knowledgeable on technical aspects of assigned product lines and business customer requirements.
Proven ability to manage many competing priorities in a fast-moving environment.
Working knowledge of applicable systems, including Google Workspace and ERP platforms
Additional Information
All your information will be kept confidential according to EEO guidelines.
