Customer Quality Technician

Company Description

About Avery Dennison

**Avery Dennison is an equal opportunity employer.**

**Job Description**:
For our **Customer Care Center team** we are hiring a fresh, experienced mind for this supporting role in a very fast growing business and within a high performing team as **Customer Quality Technician**.

One part of this **hybrid role** is to follow the Avery Dennison standard customer complaint process for a dedicated portfolio of customers. Together with your team you will handle our customer complaints in order to meet our customer response time as well as our cost/complaint target. In addition, you will aim to continuously improve the speed of the complaint handling to improve customer satisfaction, while reducing the cost per complaint while being the first contact point for our external and internal customers.

Activities may include, but are not limited to:

- Manage the administrative part of the complaints using different tools
- Escalate appropriately technical issues to the technical team
- Develop and maintain positive relationships with both internal and external customers.
- Deciding on outcome of Complaints based on factual analysis
- Communicate with the customers in a timely manner
- Maintain appropriate documentation and reporting to enable and monitor corrective actions and measure key performance metrics.

In this role, you will also take care of complaints needing standard technical testing and provide feedback on standard technical requests and thereby support the full team as a technician.
- Understand the needs and issues of our customers through the interface of the Customer Quality Agents
- Participate in problems solving task forces in case of repetitive issues or critical cases
- Scan all incoming cases for technical support needs and identify best testing methods in order to execute tests and provide results in a timely manner
- Participate in writing technical reports, including the interpretations of test results as per our specifications
- Attend and report at weekly meeting with our Quality departments to ensure issues are addressed and further investigated
- Prepare reports and provide information on complex complaints to management when needed
- Ensure all technical cases (testing and reporting) are managed according to our internal deadlines and monitor them from entry to closure

The position is based in Rodange, Luxembourg and reports to our Customer Quality Manager.

**Qualifications**:

- University Degree (Bachelor in Management, Customer relations or International Trade) or Engineering, technical high school or any acquired experience related to quality control (1-2 year experience in Laboratory tests or a research institute)
- Previous experience of 2/3 years in a Customer service within an international company is essential
- Experience in an industrial B2B environment with a sound customer focus/quality expertise
- Strong customer focus and orientation
- Good problem solving and analytical skills
- Excellent collaboration across boundaries
- Be able to manage a number of key tasks at a time with a high degree of accuracy, good time-management and priority setting skills
- Knowledge of self-adhesive materials or labels/packaging is a plus
- Energetic, dedicated and enthusiastic work approach combined with strong self management and analytical mindset to meet deadlines and to do what it takes to get the job done
- Strong cultural empathy and team-player, relationship-building attitude to operate in complex multinational organization

Additional Information

Our culture is innovative and collaborative. We are committed to diversity in the workplace, both for employees and for the company. Avery Dennison is a great place to work for everyone.

We offer:

- Workplace flexibility
- Structured learning and development
- Mentorship program