Customer Care Cell

ABOUT AVERY DENNISON

Avery Dennison Corporation (NYSE: AVY) 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. Learn more at

AVERY DENNISON IS PROUD TO BE CERTIFIED GREAT PLACE TO WORK IN AUSTRALIA, CHINA, INDIA, INDONESIA,  SINGAPORE, THAILAND AND VIETNAM, AND RECOGNIZED AS ONE OF THE BEST COMPANIES TO WORK FOR IN ASIA IN GREATER CHINA AND VIETNAM.

ABOUT YOUR ROLE

You will manage the customer claims on quality issues from customers and will also be responsible for managing of claim information to SFDC and complete the claim process with credit notes.

YOUR RESPONSIBILITIES WILL INCLUDE:

Customer Care Cell 

• Lead for customer claims on quality issues from customers.

• Lead for managing of claim information to the system and completing the claim process.

• Give a guideline to CCCand TS team on the complaint information to various functional departments within the company.

• Promote the investigation and improvement of various functional departments.

• Preparation of customer improvement reports. 

• Coordinate with the quality team for the quality complaint handling to improve the quality satisfaction of key customers.

• Manage material chain (the material incoming plan, Analysis material problem in process, claim back to supplier and follow up Credit note and scope the risk roll)

• Response to manufacturing technical inquiries in a proactive , timely and effective manner.

• Coordinate with the internal team to develop and improve the product's quality and serve with customer requirements.

Technical Support

• Provide Technical Support: Engage with converters and end users as requested by marketing /sales personnel . Gather Market Intelligence and Support the Sales Cycle ( included design a solution /troubleshooting to meet the customer's specific requirements)

• Troubleshooting and Problem Solving:  After sales service (hands-on troubleshooting) for product processing and end user functionality. Actively working with internal cross functional team members on quality issues and drive for closure with solutions and recommendations.

• Report Documentation: Technical Services Engineers are responsible for creating and maintaining technical documentation, such as  troubleshooting guides and r Corrective and Preventive Actions Reports (CAPA). This documentation helps both customers and other support staff to find solutions more efficiently.

• Collaboration with Internal Teams: Act as a liaison between customers and other internal teams, such as sales, product management and operation. Relay customer feedback and bug reports to the relevant teams to help improve the product.

• Customer Relationship Management: Build and maintain strong relationships with customers is a key part of the job. provide timely and accurate feedback, follow up with clients to ensure issues are resolved, and ensure a high level of customer satisfaction.

• Customer Care - Create an agenda focused on key metrics and improvements. Develop a standardized scorecard template for key account customers for consistency in reporting. Analyze scorecard data to identify trends and areas for improvement.

WHAT WE WILL BE LOOKING FOR IN YOU:

• Bachelor's degree or equivalent preferred.

• 5-10 years experienced in QA field in Managing Customer Complains and Claims 

• Experience in paper/film/packaging industry is advantaged 

• Experience in an industrial environment

• Strong technical aptitude and analytical thinking

• General business process understanding, with a knowledge of the links between customers, production planning and manufacturing, and delivery

AVERY DENNISON IS AN EQUAL OPPORTUNITIES EMPLOYER.