Customer Quality Engineer

Company Description

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.

Job Description

The Customer Quality Engineer (internally called Material Quality Consultant), primarily serves as the customer’s point of contact for material-related quality complaints and works to ensure issues encountered by customers are resolved. Material-related quality problems can occur anywhere within the product’s supply chain, from supplier through to end-users. The Customer Quality Engineer establishes the problem statement for each complaint and works to solve the current customer problem:

• Interacts with the customer via email and telephone to collect and record information relating to quality issues and disposition of material.
• Follows standard work processes to discern whether or not the issue results from Avery Dennison’s processes or is a processing issue at the Customer.
• Tests affected material against established specifications and provides diagnosis/recommendations for purchased products testing outside of quality specifications or having poor performing characteristics.
• Uses problem solving methods to identify and resolve issues that are not revealed as a result of the testing standard work processes. 
• Interacts as needed with Sales, Technical Team, Analytical Lab, R&D, Technical Leads, Customer Service (ACs and SCs), site resources, and divisional technical resources to obtain information pertinent to understanding and resolving customer quality issues.
• Is responsible for the claim handling process from evaluation to credit generation. Claims process includes giving customers’ traceability information, providing material disposition, assigning corrective action letters, and sending samples to a responsible manufacturing location.
• Ensures that we are responsive to customer needs through timely processing of complaints. Uses a positive attitude when responding to customer complaints.
• Provides customer requested documentation of claim details and provides proactive claim status updates when there are new learnings.
• Acts as a customer advocate, providing valuable feedback to the organization on customer satisfaction.
• Serves as a neutral party between customer and organization in claim investigation.
• Pulls, analyzes, and summarizes quality performance data for the customer.
• Identifies quality trends (ie. unique to material, manufacturing process, or customer) to initiate quality project support to resolve repeating, ongoing issues.
• Collects material samples for site investigation and divisional A3 support.
• Provides training when needed to both team members and external personnel.
• Develops area of technical expertise to act as subject matter expert within the MQC team.

Competencies

• Think Outside-In

• Simplify & Prioritize

• Display Agility

One day work remote a week available.

Qualifications

Position Requirements:

• High school diploma or GED is required.
• Bachelor’s Degree in engineering or science preferred.
• Ability to lead problem solving process is required. 
• 3 years of manufacturing experience is preferred.
• Ability to handle multiple tasks - the role requires that you will be working on multiple claims at the same time

• Strong Analytical Skills

• Attention to detail & organizational skills
• High degree of accuracy, time-management and priority setting skills
• Collaborator. Work well with peers and people at all levels of an organization, both internally and externally.
• Strong customer service skills - written, verbal and telephone communication skills
• Reliable and Dependable. One who can be there when needed and deliver consistent results.
• Adhesive and Silicone Coating & Label Printing process knowledge preferred.
• Understanding of applicable computer software and systems, such as Google Platforms, Microsoft Office, and function-specific software (EBS, Oracle), Minitab 

Additional Information

The salary range for this position is $70025 - $90,700/ 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. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.

Reasonable Accommodations Notice

If you require accommodations to view or apply for a job, alternative methods are available to submit an application. Please contact (440) 534-6000 or NA.TA.Operations@averydennison.com to discuss reasonable accommodations.