Customer Service Manager

Avery Dennison • Liverpool, NY

5d • Onsite

About The Position

The Customer Service Manager leads Avery Dennison’s Syracuse-based Customer Service Team, setting goals, strategies, and operational initiatives to improve divisional performance and support long-term organizational growth. The role operates in a fast-paced, high-volume environment and requires strong team-building, communication, and people-management skills. Product or operational knowledge in workwear or team sports, together with retail management experience, is highly preferred to support the regional commercial and sports markets.

This is an on-site position. The manager oversees customer service operations, develops and retains team talent, handles escalations, improves workflows, monitors KPIs, manages operational budgets, and partners with regional Commercial, Sales, and Finance leaders as well as enterprise leadership.

Requirements

• At least 3 years of customer service or operations management experience in a fast-paced environment.
• Proven team-building, staff-retention, talent-development, and conflict-resolution skills.
• Demonstrated expertise in high-volume workflow management.
• Excellent written and verbal communication skills.

Nice To Haves

• Strong background and leadership experience in retail management.
• Hands-on experience or functional product knowledge in workwear or team sports equipment or apparel.

Responsibilities

• Attract, retain, and develop high-potential talent within the regional branch.
• Manage employee performance through coaching, ongoing feedback, and structured annual reviews.
• Oversee high-volume customer service operations and dynamically schedule or shift personnel to address changing order volumes, seasonal peaks, and tight delivery windows.
• Serve as the senior escalation point for critical customer disputes and supply chain challenges.
• Oversee end-to-end order processing, from order entry through logistics communication.
• Analyze workflow efficiency, resolve operational bottlenecks, track key performance indicators, and administer operational budgets.
• Partner with regional Commercial, Sales, and Finance leads to align customer service goals with revenue targets.
• Act as a direct communication bridge to senior enterprise leadership.

Benefits

• Access to a large network of medical and behavioral health professionals.
• 401(k) plan with an automatic contribution of 3% of eligible pay and a 50% match on the first 7% of eligible pay contributed.
• Company-paid basic life insurance equal to twice base annual salary, up to a $50,000 maximum.
• Paid time off, with vacation benefits varying by experience and position.

What This Job Offers

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