Customer Service Supervisor - German Speaking

Customer Service Supervisor - German Speaking

Avery Dennison Corporation is a global materials science and digital identification solutions company. We are Making Possible™ 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.

Join Avery Dennison, where creativity, innovation, and sustainability converge. We're not just a global leader in materials science and branding solutions; we're a team of passionate individuals committed to bringing brands to life and transforming how businesses connect with their customers. Whether through our Embelex platform, empowering creativity with on-product branding, optimizing apparel production and supply chains, we work together to solve complex challenges and create a more sustainable future. Our vision unites us: Together, we connect the physical and digital to solve some of the world's most complex challenges.

Job Description

As a Customer Service Supervisor, you are the driving force for an excellent customer experience.

In this crucial role, you shape and successfully implement the regional service strategy. With your passion for team leadership, you develop and motivate your team to achieve peak performance and foster a culture of success. You are responsible for and optimize the entire service process – from order entry to after-sales support – ensuring seamless service quality in line with our ethical principles.

Your tasks:

Team Leadership & Personal Development

• You foster and develop the Customer Service Team through targeted coaching, regular feedback, and planning of training measures.
• You define clear performance goals, conduct regular employee meetings, and ensure that team performance contributes to the company's objectives.
• You are responsible for acquiring, retaining, and developing top talent to build a highly qualified and motivated team.
• As a role model, you live our company values and actively drive positive changes in the team.
• You take over the entire administrative team management, including deployment planning, performance assessments, and personnel measures.

Operational Excellence & Process Management

• You manage the daily operations in customer service, ensuring efficiency and uniformly high quality standards.
• You develop and implement the strategic operational plan for the region to support the overall business objectives.
• You continuously optimize workflows and resource planning to meet service level agreements (SLAs) and business goals.
• You ensure the consistent adherence to company policies within your team.

Optimization of Customer Experience

• You proactively represent the interests of our customers and ensure the timely and comprehensive resolution of all inquiries.
• You conduct detailed needs analyses to tailor our services to customer needs.
• You analyze and resolve complex escalations and derive effective corrective and preventive measures from them.
• You ensure precise and transparent communication regarding prices, stock levels, and delivery times.

Order Management & Support

• You are responsible for seamless order management – from accurate entry to swift processing and meticulous order tracking.
• You proactively communicate updates to the supply chain and offer customers independent alternative solutions when needed.
• You ensure maximum efficiency of the deployed customer service tools and systems to optimize order processing.
• You evaluate and continuously improve service processes to ensure optimal effectiveness.

Qualifications

Your profile:

• You bring several years of leadership experience in customer service, account management, or order management, ideally from the fashion or a similar industry.
• You understand the entire customer lifecycle and are familiar with the end-to-end processes in order management in detail.
• You find it easy to communicate clearly with both customers and internal partners at all levels and build trusting relationships.
• Your working style is structured and detail-oriented, and you proactively and competently solve challenges.
• You feel comfortable in a dynamic, team-oriented environment and keep your goals in sight even at a high pace.
• You are proficient and confident in using CRM and order management systems.
• You communicate proficiently in German and English.