Customer Service Team Leader

1. Order Visibility

• Collect and consolidate special order projections (e.g., big volume, short lead time)
• Translate demand signals into actionable insights for Operations (capacity & material readiness)

Ensure forward visibility of risks and constraints
2. Order Trend Analysis & Risk Alert

• Analyze historical order patterns and deviations
• Engage customers to validate abnormal demand signals
• Provide early warnings (heads-up) to internal teams

3. Cross-functional Coordination & Service Improvement

• Partner with Ops, Planning, Quality, Supply Chain
• Identify service gaps (lead time, quality, responsiveness)
• Drive action plans for improvement

4. Daily Order Execution & Delivery Control

• Monitor WIP and order status daily
• Track and improve: CRD/SLA hit rate/Delivery performance
• Highlight and escalate at-risk orders

5. Issue Resolution & Escalation Management

• Handle urgent orders, escalations, and ad-hoc requests
• Coordinate internally to unblock bottlenecks quickly
• Act as the voice of customer during critical situations

6. Customer Communication & Voice of Customer

• Communicate clear updates, risks, and recovery plans
• Capture and represent customer feedback internally
• Ensure alignment on expectations vs reality

7. Performance Reporting & Business Review

• Prepare monthly service dashboards:
• Flexibility
• Reliability
• CCR (Customer Claim Rate)
• CRD Hit Rate
• Customer feedback
• Present insights + action plans in business reviews

- Proficient Chinese and English skills
- Bachelor degree
- 9-10 years working experience
- Excellent written, verbal and telephone skills
- Strong data entry and organizational skills. Detailed oriented and good follow-up skills
- Knowledge of technical aspects of assigned product lines and customers
- Able to effectively manage many priorities and issues
- Understanding of applicable computer systems, such as Microsoft Office, Google Apps, and function specific software
- Excellent leadership and supervision skills
- Strong project management skills

AVERY DENNISON IS AN EQUAL EMPLOYMENT OPPORTUNITY PROVIDER. 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.