Senior Customer Service Executive

Job Description

ABOUT YOUR ROLE :

You will be responsible  for order processing, order follow up, on-time deliveries to help elevate customer experience This is a permanent role.

YOUR RESPONSIBILITIES WILL INCLUDE :

Responsible for order processing to ensure all purchase orders are being executed promptly and customer-required delivery date / times are being met at all times. Ensuring purchase orders are processed accurately, executed efficiently, and delivered in full and on time in line with customer commitments and service level expectations.

Proactively champion digital adoption, actively promoting and supporting customers in the use of the My AD Portal, and driving continuous improvement in customer self-service and experience.

Be able to provide information and excellent responses to customers, strong communication ability and have a Customer first mindset.

To ensure sample requisition from customers is fulfilled timely.

Capture Voice of Customers (VOC) to the Sales Force system, partnering with internal teams to close service gaps and improve customer satisfaction.

Liaise with the compliance team to provide Customer Compliance.

Manage and monitor Indent Item orders, ensuring delivery performance aligns with customer expectations and contractual commitments.

Actively participate in and contribute to process improvement initiatives, leveraging operational data and customer feedback to enhance efficiency, accuracy, and service excellence.

Support broader customer operations and administrative activities as required, with a mindset of continuous improvement, scalability, and operational discipline.

Qualifications

WHAT WE WILL BE LOOKING FOR IN YOU :

Diploma or Bachelor’s Degree in Business, Supply Chain, Operations, or a related discipline.

Experience in attending to Customer’s query and requests via email and phone.

Minimum 3-4 years of experience in an industrial or B2B customer service / customer operations environment, with demonstrated ownership of complex order management processes.

Proven aspiration and capability to progress into more senior customer service or customer operations roles, with a strong sense of accountability and commercial awareness.

Solid experience managing customer enquiries and escalations across multiple channels (email, phone, systems), with a calm, structured, and solutions-oriented approach.

Highly detail-oriented, with strong communication and stakeholder management skills, able to work effectively across functions and seniority levels.

Self-driven, organized, and able to operate with minimal supervision in a fast-paced, deadline-driven environment.

A collaborative team player with a strong customer-centric and service-excellence mindset, balanced with operational rigor and continuous improvement focus.

Additional Information

AVERY DENNISON IS AN EQUAL OPPORTUNITIES EMPLOYER.