Job Information
Avery Dennison (Hybrid) Technical Customer Support Specialist in Orange, California
Company Description
About Avery Dennison
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 34,000 employees in more than 50 countries. Our reported sales in 2023 were $8.4 billion. Learn more at www.averydennison.com.
Job Description
Job Overview
The Customer Support Specialist is a hybrid role that provides technical support for users of Avery Dennison software and hardware applications that are used in a broad range of industries. The Support Specialist is the first line of support for our customers. This role involves call-taking and escalating tickets and service requests to the appropriate teams as well as interfacing directly with customers and solving problems using phone, email, and chat portals. In our fast-paced environment, support is provided in a professional, efficient, and precise manner. Our customers have high expectations for quick and accurate help.
Responsibilities
Will provide first level technical support in a friendly, helpful and customer oriented manner.
Take down customer information and route to the appropriate technical team or field service technician
Walk customers through the problem-solving process using phone, email and/or chat
Share resolutions to customer issues in a timely way
Follow up with customers, provide feedback and see problems through to resolution
Properly escalate unresolved queries to the next level
Track, route and redirect problems to correct resources
Update customer data
Update knowledge base articles
Demonstrate excellent customer service skills as well as an understanding of the product and the customer environment
Exceed customers’ expectations
Ensure proper recording, documentation and closure
Recommend procedure modifications or improvements
Maintain and grow knowledge of Support’s procedures, products, and services
Qualifications
Requirements
Initial working hours will be 8am to 5pm EST, but are subject to change as support activity and volumes fluctuate
Proficiency in English. Proficiency in French, German, and/or Spanish is a plus.
Strong client-facing and communication skills
Advanced troubleshooting and multi-tasking skills
Customer service orientation
Experience in retail or the QSR industry is a plus.
Additional Information
This is a hybrid role.
The salary range for this position is $55,000-75,000/ year.
The hiring [base salary / wage rate] range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candidate’s relevant skills, experience, education and training, and location, as well as the job scope and complexity, responsibilities, and regular and/or necessary travel required for the position, which may change depending on the candidate pool. Avery Dennison reserves the right to modify this information at any time, subject to applicable law.
► Additional Requirements
Compliance with applicable Company policies maintaining a drug free workplace is required
Compliance with all Company policies is required including all safety policies and procedures
► Supervisory Responsibilities
None.
► Management Disclaimer
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 the Company may terminate employment at any time, for any reason.
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