Customer Service Representative

Coats; Madurai District; On-site; INR 300,000 - 400,000; Full time

Job summary

Coats in Madurai is looking for a Customer Service Representative to provide vital support to customers while managing orders and complaints. The role involves actively promoting various Coats products and enhancing customer experience through effective communication and problem-solving skills.

As part of a dynamic team, you will coordinate with internal departments and assist customers in utilizing digital tools. The ideal candidate should be customer-focused with strong sales abilities and the capacity to thrive in a fast-paced environment.

Qualifications

• Experience in customer service preferred.
• Good communication and interpersonal skills.
• Ability to follow up thoroughly and handle customers with empathy.

Responsibilities

• Provide first line support to customers on product inquiries.
• Administer customer orders accurately and promptly.
• Manage customer complaints efficiently and sympathetically.
• Promote Coats products and services to increase sales.

Skills

Customer-focused

Communication skills

Problem-solving

Empathy

Sales skills

Education

Preferred customer service experience

Job description

Business Title

Customer Service Representative

Location

Madurai

Coats is a world leader in thread manufacturing and structural components for apparel and footwear, as well as an innovative pioneer in performance materials. These critical solutions are used to create a wide range of products, including ones that provide safety and protection for people, data and the environment.

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

Principal Accountabilities and Key Activities

First Line Support

• Provide first line support to customers on their day-to-day general enquiries on products and service.
• Proactively explore customer needs and pain points through daily interactions and coordinate with the Commercial team to maximise sales leads and opportunities through internal collaboration tools.
• Maximise "Sell What We Have" and manage customer enquiries on stock availability check and requests for urgent delivery by offering alternative items available in stock to customers.

Bulk Order Management

• Administer customer orders by coordinating with internal functional teams to strive for meeting customer requests accurately and promptly in compliance to internal policies and best practices.
• Enter orders into SAP and communicate ETD with customers (for customers who do not use eCommerce platform).
• Manage to revise or cancel orders as per customer’s requests and corresponding company policies and good practices.
• Monitor and track orders to ensure they are processed successfully internally to meet customer delivery requirement.
• Communicate proactively, accurately and timely to customers when orders are not processed successfully or fail to deliver as per customer’s requests due to customer issues or internal reasons.
• Coordinate with internal functional teams (Commercial, Sales Support, Planning, Supply Chain, Warehouse etc.) and external parties (forwarders, courier companies, customs etc.) for delivery arrangement including proforma invoice, shipping instruction and corresponding documents.
• Manage and process customer consignment stock (if applicable).

Sample Request Management

• Enter sample/DTM request into online sampling platform and communicate ETD with customers (for customers who do not use online sampling platform).
• Coordinate with functional teams (Commercial, Sales Support, Lab, Planning, Supply Chain, Warehouse etc.) to ensure customer sample requests are executed and delivered as sampling service lead time.

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

• Support customer digital adoption by selling the benefits and providing training to customers of the established digital tools.
• Manage customer enquiries of the use of digital tools and troubleshoot customer issues, escalated and follow up with respective functional teams to sustain / enhance the use digital tools by customers.
• Identify and escalated to the immediate supervisor any opportunity for process improvement.

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

• Actively promote products and services to customers to increase sales.
• Identify potential opportunities for further share growth with existing customers.
• Assist customers to select right thread for their application.
• Following up on prospects and potential that have been previously identified.

Education, Qualification and Experience

Essential

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

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.
• Textile background where possible.
• Problem solving and analytical ability.
• Experience in sales/customer service.

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.