A customer quality agent

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 www.averydennison.com.

Avery Dennison is an equal opportunity employer

Please let us know if we can support you with reasonable accommodations throughout the application process by contacting our team via [email protected].

For our Customer Care Center team we are hiring a fresh, experienced mind for this supporting role and within a high performing team as Customer Quality Agent.

The main part of  this  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, while being the first contact point for our external and internal customers.

You will:

• Respond via email or telephone to the customers
• 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 
• Maintain appropriate documentation and reporting to enable and monitor corrective actions and measure key performance metrics.
• Prepare reports and provide information on complex complaints to management when needed using the available digital tools
• Participate in continuous process improvement projects 

The position is based in Rodange, Luxembourg and reports to our Customer Care Coordinator.

Home office is possible, after the probation period, according to the policy in place.

Let's talk about you !

• Ideally, you have a University Degree (Bachelor in Management, Customer relations or International Trade). Please do not hesitate to apply even though you don't have that kind of academic background
• Ideally, you possess a previous experience of 2/3 years in a Customer service team or you have the right mindset to learn a new job !
• Young graduates are welcome !
• You must have excellent communication skills in English oral and written. Any additional EU language is a plus 
• You can offer good problem solving and critical thinking skills  
• You possess a strong cultural empathy and you are a team-player
• You are customer-focused  

Why join us?

The Avery Dennison Luxembourg site in Rodange is a growing production site of 540 people, staffed by close-knit, multidisciplinary teams with a wide variety of nationalities. It is the factory producing the largest volume of self-adhesive materials in the world. The site is also at the forefront in reducing its carbon footprint.

We offer:

• structured integration and development of your skills
• competitive remuneration
• flexibility in the workplace 
• development opportunities including internationally

For more information on our Diversity & Inclusion approach, please click on this link: https://www.averydennison.com/en/home/about-us/diversity-and-inclusion.html