Customer Service Representative

Job Title: Customer Service Representative

Location: Tamil Nadu

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.

Job 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

1. Discovery/Before Ordering 

• Stock availability checks
• Service information requests
• Minimum Order Quantity (MOQ) clarifications
• Product information requests
• Price related clarifications.
• New products and services will be introduced regularly, and customer information and price related information also will be updated as necessary.

2. Sample Management 

• Sample order entries

• Monitoring of samples to delivery

• Training of customers on sample order entry using Coats Colour Express (CCE)

1. 1. Discovery/ before ordering
   2. Sample management
   3. Bulk ordering
   4. Order tracking and monitoring
   5. Delivery

3. Bulk Ordering 

• Order creation

• Order validation

• Order monitoring

• Order reprocessing if there is missing customer/material data

• Updating customer/material data in systems and training customer on eComm will occur at this stage.

4. Stop manual changes not requested by customer. 

5. Order Tracking & Monitoring 

• CS teams will monitor daily open and urgent orders and will handle requests related to order delivery and status.

6. Delivery 

• Report generation and document management related to purchase, delivery and sales.

7. After Sales 

• Activities related to complaints, goods returned, replacements and issuing/preparing those replacements, and follow ups on credit/debit note.

Education, Qualification and Experience:

• 3 years 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.
• Strong growth mindset to learn new knowledge and skills to strive to be a world-class customer service team

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.