Assistant Manager Customer Support

About the job

Coats is a world leader in thread manufacturing and structural components for apparel and footwear, as well as an innovative pioneer in performance materials.

Trusted by the world's leading companies to deliver crucial, innovative, and sustainable solutions, we provide value-adding products including apparel, footwear and specialty threads.

With a proud heritage dating back more than 250 years and a spirit of evolution to constantly stay ahead of changing market needs, we have operations across 50 countries with a workforce of over 17,000, serving our customers worldwide.

Coats Footwear

Headquartered in the UK, Coats* connects talent, textiles, and technology to make a better and more sustainable world.

For more info, visit our website: www.coats.com

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.

Principal Accountabilities and Key Activities

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

Essential

• Minimum 5 years of experience in customer service, including at least 2 years in a supervisory or team lead role
• Graduate degree and above
• 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.

Desirable

• Knowledge of Coats and customer operation and structure is ideal.
• Good experience and knowledge in Coats products & service and digital tools
• Current knowledge of market regulations

At Coats Group, we are committed to innovation, excellence, and fostering a diverse and collaborative environment where every team member can thrive. If you are passionate about making an impact in the textile industry and eager to join a global leader with a rich heritage and a forward-thinking approach, we invite you to take the next step in your career with us.

Apply now to be part of our dynamic team and help shape the future of textiles.