Customer Service Officer

About the Role

The CS Officer is responsible for processing and following up on customer orders to provide timely and effective service to local and overseas clients. This role understands customer needs, provides prompt responses to inquiries, and coordinates across functional departments to ensure inventory availability, invoice accuracy, product quality, and on-time delivery.

Key Responsibilities

• Respond to customer inquiries and requests via telephone, fax, and email in a timely manner.
• Follow up with related functional departments to ensure orders are received and processed according to customer requirements.
• Follow up on and clear backlog orders and shipments to improve overall delivery performance.
• Clarify payment issues with customers regarding slow payments and take responsibility for finished goods stock (FGS) cleanup.
• Handle customer complaints in accordance with company procedures and service standards.
• Develop a strong understanding of product quality, production sites, manufacturing processes, and lead times across different product types.
• Identify appropriate internal contacts to gain support for customer requests and inquiries.
• Communicate with customers and vendors regarding product developments and collaborate with the Customer Service Supervisor on quotes.
• Participate in company-organized training on ISO9001, FSC, and EHS, adhering to all related procedures and work instructions.
• Build positive relationships with customers through daily operations, identify sales opportunities, and partner with leadership to achieve team selling targets.
• College degree or above in a relevant field.
• 1 to 2 years of experience in a related industry.
• Proficient in English communication (both written and spoken) and computer operations (Windows, MS Office, etc.).
• Customer-focused and result-oriented, with the ability to perform effectively under pressure.
• Quick, careful learner capable of working efficiently and effectively.
• Strong teamwork spirit and interpersonal communication skills.
• Proven ability to analyze problems and resolve customer issues effectively.

Avery Dennison is an equal opportunity employer. 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 any other protected status.