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.

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].

Job Description

Join our high-performing team in a fast-growing business! We are seeking a driven and experienced Customer Quality Engineer to play a vital supporting role within our Customer Care Center team. This position offers the opportunity to contribute directly to customer satisfaction and process improvement within a dynamic, international environment.

About the Role:

As a Customer Quality Engineer, you will be a key point of contact for our customers, managing and resolving their quality-related concerns. Following Avery Dennison's standard customer complaint process, you will work collaboratively with your team to meet customer response times and cost/complaint targets. Your focus will be on continuously improving the speed and efficiency of complaint handling, enhancing customer satisfaction while minimizing costs.

This position is based in Rodange, Luxembourg, with occasional travel within Europe (approximately 10%). You will report to the Customer Quality Manager.

Key Responsibilities:

Complaint Investigation & Resolution:

Conduct thorough technical investigations of customer complaints, utilizing customer feedback, samples, Quality Control data, test results, traceability data, and communication with the technical sales team.

Employ problem-solving methodologies (Problem Description, Containment, Root Cause Analysis, Corrective Actions) to address customer issues effectively.

Determine the appropriate resolution for complaints based on factual analysis.

Manage customer complaint handling and administration, including detailed analysis.

Customer Communication & Relationship Management:

Respond promptly to customer and internal calls and communications.

Develop and maintain positive relationships with both internal and external customers.

Communicate effectively with customers throughout the complaint resolution process.

Act as a neutral party between the customer and the organization during claim investigations.

Technical Expertise & Support:

Provide technical guidance and support to Customer Quality Agents (CQAs) for claim management.

Collaborate with Plant QA and Sales to establish technical guidelines, product specifications, and process specifications.

Participate in TSS calls to capture customer feedback.

Manage test requests to R&D or external labs and interpret results for CQAs and customers.

Lead problem-solving task forces for repetitive or critical issues, documenting results and evidence.

Process Improvement & Analysis:

Manage trend analysis to identify patterns of failures at the plant or customer level.

Facilitate market feedback sessions and initiate/monitor improvement projects.

Provide regular updates on critical cases, financial impact, and findings to management.

Communicate the "voice of the customer" throughout the organization.

Drive product/process changes when necessary.

Reporting & Documentation:

Maintain accurate documentation and reporting to track corrective actions and measure key performance metrics.

Write technical reports and document research, summarizing critical results and observations.

Verify the reliability of data.

Collaboration & Training:

Interact with Sales, Facilities, R&D, and divisional technical resources to resolve customer quality issues.

Provide training to team members and external personnel as needed.

Facilitate market feedback sessions and initiate/monitor improvement projects at all levels.

Qualifications

4+ Years engineering, research, scientific or related experience with Bachelor’s Degree.

3/4+ years of experience in a technical role (technical support, technical sales, project management, or ELS position) within an international organization.

Excellent communication and negotiation skills in English (written and spoken); additional European languages are a plus.

Knowledge of industrial processes, printing technologies, and/or labeling solutions is beneficial.

Strong problem-solving and analytical skills; Green Belt Certification is a plus.

Proficiency in data analytics.

Ability to perform well under pressure and manage multiple tasks simultaneously.

High degree of accuracy, strong time-management, and prioritization skills.

Energetic, dedicated, and enthusiastic work approach with strong self-management and an analytical mindset.

Strong customer focus and orientation.

Additional Information

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 skillscompetitive remunerationflexibility 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