Assistant Manager - Customer Service

Role: Assistant Manager - Customer Service

Experience: 5+years

Qualification: B.com / BBA / BA /M.com /MBA

Role Purpose:

• This role is responsible for coordinating and maintaining the requirement and relationship with Customers in a clear, correct complete and timely manner. The incumbent should focus on continuous improvement thus ensuring simplification and innovation of processes related to customer service while maintaining customer satisfaction and expectations.
• Providing performance feedback, proper training and guidance to Customer Service Representatives thus ensuring all customer needs are met in a customer-focused, timely and accurate manner are important elements of this role.
• This role is also responsible for assisting the Customer Service Manager / Head of Customer Service to build a world class customer service team thereby leading to stronger, sustainable and profitable growth for Coats

Responsibilities

Customer Service Operations

• Supervise day-to-day operations ensuring timely response to orders, queries, and complaints.
• Ensure team adherence to defined SOPs, policies, and quality standards.
• Act as first-level escalation for customer issues and support resolution.

Process & Performance Improvement

• Identify and drive process improvement opportunities to improve efficiency and service accuracy.
• Track and analyse service KPIs and recommend corrective actions.
• Support implementation of digital and process simplification initiatives.

Training & Team Development

• Conduct regular training on SOPs, systems, and customer handling skills.
• Mentor team members to strengthen communication, ownership, and customer-first mindset.
• Support onboarding and performance reviews of team members.

Collaboration & Governance

• Coordinate with internal teams (Sales, Planning, Supply Chain, Finance, Technology) for smooth order execution.
• Support Customer Service Manager in governance, reporting, and customer-related reviews.
• Ensure compliance with internal audit and control requirements.

Key customer relationship building (where applicable)

• Build and maintain key customer relationship
• Manage day to day activities of strategic key customers (e.g. super contractors, where applicable)

Education, Qualifications and Experience

• Minimum 5 years of experience in customer service, including at least 2 years in a supervisory or team lead role
• Proven experience in managing day-to-day customer service or order management operations.
• Strong operational and customer focus with good understanding of service processes and performance metrics.
• Demonstrated ability to lead, coach, and motivate a small to mid-sized team.
• Excellent communication and collaboration skills to work effectively with peers and stakeholders across functions (Sales, Planning, Supply Chain, Finance).
• Ability to adapt to changing priorities and drive process improvements.
• Sound analytical and problem-solving skills with a focus on service quality and efficiency.
• Graduate degree and above