Senior Customer Service Manager, Mainland South East Asia

ABOUT AVERY DENNISON
Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company. We are Making PossibleTM 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 [protected info]
AVERY DENNISON IS PROUD TO BE CERTIFIED GREAT PLACE TO WORK IN AUSTRALIA, CHINA, INDIA, INDONESIA, SINGAPORE, THAILAND AND VIETNAM, AND RECOGNIZED AS ONE OF THE BEST COMPANIES TO WORK FOR IN ASIA IN GREATER CHINA AND VIETNAM.
AVERY DENNISON IS AN EQUAL OPPORTUNITIES EMPLOYER.
ABOUT YOUR ROLE (Mô tả chung về công việc):
This position will manage the Customer Service Team by providing clear goals, strategies and initiatives and driving the necessary change to ensure achievement of divisional financial and non-financial metrics.
KEY RESPONSIBILITIES WILL INCLUDE: (Các trách nhiệm đảm đương):
* Oversee and ensure smooth operations across CS teams
* Translate business strategy into actionable service plans and performance targets
* Drive continuous improvement in order management, fulfillment accuracy, and customer communication
* Partner with Sales, Planning, Logistics, Quality, and Operations to ensure seamless order-to-delivery execution.
* Drive initiatives that improve customer journey touchpoints from order entry to invoicing
* Ensure consistent application of policies, procedures, and service standards across CS teams.
* Manage service capacity and resources to meet fluctuating demand and seasonal peaks
* Lead regular service review meetings with key commercial or production counterparts to address pain points.
* Represent Customer Service in customer business reviews ensuring voice of customer (VOC) is heard internally
* Leverage data and VOC insights to anticipate customer needs and improve service models.
* Benchmark performance across teams and regions to share best practices
* Build a talent pipeline and succession plan for key CS roles