Customer Service Manager

Avery Dennison • Liverpool, NY

9d • Onsite

About The Position

Attract, retain, and cultivate high-potential talent within the regional branch while managing performance through coaching, ongoing feedback, and structured annual reviews. Oversee day-to-day high-volume customer service operations, dynamically scheduling and shifting personnel to handle fluctuating order volumes, seasonal peaks, and tight delivery windows. Serve as the senior escalation point for critical customer disputes, supply chain challenges, and end-to-end order processing from entry through logistics communication. Continuously analyze workflow efficiency, resolve operational bottlenecks, track key performance indicators (KPIs), and administer operational budgets. Partner closely with regional Commercial, Sales, and Finance leads to align customer service goals with revenue targets and serve as a direct communication bridge to senior enterprise leadership.

Requirements

• 3+ years of customer service or operations management experience in a fast-paced environment
• Strong background and leadership experience in retail management
• Proven track record of team building, staff retention, talent development, and conflict resolution
• Demonstrated expertise in high-volume workflow management
• Excellent written and verbal communication skills

Nice To Haves

• Hands-on experience or functional product knowledge in Workwear or Team Sports equipment/apparel is highly desirable

Responsibilities

• Attract, retain, and cultivate high-potential talent within the regional branch
• Manage performance through coaching, ongoing feedback, and structured annual reviews
• Oversee day-to-day high-volume customer service operations
• Dynamically schedule and shift personnel to handle fluctuating order volumes, seasonal peaks, and tight delivery windows
• Serve as the senior escalation point for critical customer disputes, supply chain challenges, and end-to-end order processing
• Continuously analyze workflow efficiency
• Resolve operational bottlenecks
• Track key performance indicators (KPIs)
• Administer operational budgets
• Partner closely with regional Commercial, Sales, and Finance leads to align customer service goals with revenue targets
• Serve as a direct communication bridge to senior enterprise leadership

Benefits

• Healthcare Network: Access to our large network of medical and behavioral health professionals.
• 401(k) Retirement Plan: You receive an automatic contribution of 3% of eligible pay (even if you contribute $0) plus a matching contribution of 50% on the first 7% of eligible pay you contribute.
• Life Insurance: Basic Life Insurance (Company paid): Provides twice your base annual salary up to a $50,000 maximum at no cost to you.
• Paid Time Off: We offer a generous vacation program that varies based upon your experience and position within Avery Dennison.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed