Customer Service Representative

Business Title

Location:

Role Purpose:

• The purpose of this role is to provide one stop/single point of contact for customers across the country/cluster while proactively servicing, building strong customer relationship and supporting as well as promoting digital solutions/channels and marketing campaigns to improve overall service, customer experience and satisfaction and grow sales


• This role is also responsible for supporting customers by managing their orders, queries, concerns and complaints in an efficient, accurate and empathetic manner in line with our established policies, process, best practices and technology.


• Promoting, up-selling and cross-selling of Coats products and services is also a key responsibility of this role.

Principal Accountabilities and Key Activities:

First Line Support

Bulk Order Management

Sample Request Management

Customer Complaint Management
- Be the process owner of customer complaint management to ensure complaints are received, registered, communicated, escalated (when needed), resolved and closed in efficient, empathetic and accurate manner
- Be sensitive to subtle indications of changes or dissatisfaction with the account and report to immediate supervisor
- Coordinate and collaborate with internal functional teams (Commercial, Finance, Supply Chain etc ) in responding and resolution of complaints in speed - Manage returns, issue of credit/debit notes and invoicing adjustment as to close customer complaints in compliance to internal policies and best practices

Promote and support customer self-service of Coats digital tools

Promotion, up-selling and cross-selling of Coats products and services

Education, Qualification and Experience:

Essential:
1. Previous experience in customer service is preferred
2. Be customer-focused and target-oriented
3. Good communication, collaboration, interpersonal and influential skills
4. A proactive and can do /problem solving approach5. Capable of working in a competitive, demanding and time-critical environment 6. Proven ability to follow up thoroughly and in detail7. Ability to handle customers with empathy and confidence and understand customer needs & pain points (SPICQRS)8. Strong growth mindset to learn new knowledge and skills to strive to be a world-class customer service team

Desirable:
1. Knowledge of Coats and customer operation and structure is ideal.
2. Good experience and knowledge in Coats products & service and digital tools3. Current knowledge of market regulations 4. Textile background where possible 5. Problem solving and analytical ability6. Experience in sales/customer service

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.