Customer Service Manager

About the role

This position manages the Syracuse-based Customer Service Team by establishing clear goals, strategies, and operational initiatives to drive divisional metrics and long-term organizational growth. Operating in a fast-paced, high-volume environment, this role requires an energetic leader with exceptional team-building, communication, and people management skills. Deep product or operational knowledge in workwear or team sports, alongside a strong background in retail management, is highly preferred to support Central New York's commercial and sports market demands.

Position Work Arrangement: On-site

• 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.

Qualifications & Requirements

• 3+ years of customer service or operations management experience in a fast-paced environment.
• Strong background and leadership experience in retail management strongly preferred.
• Hands-on experience or functional product knowledge in Workwear or Team Sports equipment/apparel is highly desirable.
• Proven track record of team building, staff retention, talent development, and conflict resolution.
• Demonstrated expertise in high-volume workflow management paired with excellent written and verbal communication skills.

Benefits

At Avery Dennison, some of the great benefits we provide are:

• 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.

Additional Information

The salary range for this position is $106,275 - $141,700 / year. The hiring base salary range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting.

Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candidate's relevant skills, experience, education and training, and location, as well as the job scope and complexity, responsibilities, and regular and/or necessary travel required for the position, which may change depending on the candidate pool.

Avery Dennison reserves the right to modify this information at any time, subject to applicable law.