Associate Manager, Customer Services

Associate Manager, Customer Services

Location: Horana, Sri Lanka.

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 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.

Role Purpose:

To manage and support the Customer Service Officers in order to ensure the maintenance of high service quality, while directly managing an assigned portfolio of key accounts. This role will be working under the guidance of the Customer Care & Digital Integration Manager, the role holder will support team members in upskilling, foster team spirit, and make tactical decisions that secure the best outcomes for the business.

Customer Service & Relationship Management:

• Lead and mentor a team of Customer Service Relationship Officers, ensuring high-quality service delivery.
• Oversee the management of customer accounts to ensure satisfaction, loyalty, and retention.
• Build and maintain strong relationships with senior stakeholders and decision-makers.
• Resolve complex customer issues and escalate appropriately when required.
• Support the credit control and sales teams by managing credit notes and resolving payment disputes.
• Prepare and present reports on key account performance and customer service metrics to the CC & DI Manager.

Digital Integrations:

• Work closely with clients to understand their digital needs and ensure seamless integration of digital tools.
• Coordinate with internal technical teams to implement digital solutions effectively.
• Monitor and optimize digital integration processes to meet agreed performance standards.
• Conduct regular client reviews to assess digital solution effectiveness and recommend improvements.
• Manage onboarding of new clients, including the introduction of digital platforms (e.g., ShopCoats) and tools.
• Provide training and support to customers on digital systems and processes.
• Collaborate with customer support teams to resolve post-integration challenges and sustain client satisfaction.

Who you are:

• Possess a Bachelor’s Degree in Business Management, Marketing, Supply Chain, IT, or a related field.
• Bring 5+ years of robust experience in Sales, Customer Service, Account Management, or Client Relations.
• Demonstrate strong people management, coaching, negotiation, and problem-solving abilities.
• Show solid exposure to digital platforms, ERP systems, or customer-facing digital tools.
• Possess the ability to build trust, influence senior stakeholders, and foster team camaraderie.

What’s nice to have:

• At least 2 years of experience in a dedicated supervisory or leadership role.
• Ability to analyze and arrange complex data in published organizational reports (e.g., Open Order report, SLOB report, Expired Contract report).

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.