Customer Services Manager

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Date: 16 May 2025

Location: PK

Company: Coats

  1. Service & Operational Management
  • Ensure that that the company’s guideline & SOPs are followed in customer service management.
  • Prompt & effective communication and coordination with the customers to ensure superior customer service experience
  • Deliver Customer Services related KPIs
  • Work closely with the Sales team to deliver customers’ orders on time and as per the defined priorities
  • Close coordination with Planning, Supply Chain, Production and Distribution teams to ensure the timely delivery of orders / required services to the customers
  • Taking customers’ queries on Company products, services, tools and serving them appropriately.
  1. Complaint Handling
  • Deal with the complaints quickly and solve within the defined timelines to achieve Customers’ satisfaction.
  • Investigate customers’ complaints/concern, find out the root causes and apply permanent solutions.
  • Close coordination with QA and Operation teams to address customer complaints promptly.
  • Escalating the cases to the senior management and cross functional teams when necessary to avoid potential risk.
  1. People Management
  • Training & development of the team
  • Coaching of under performers to lift them up to the required levels
  • Ensure team alignments to deliver the function KPIs

4. Digital Services

    • Facilitate the development of key Digital Services and e-Com activities and provide guidance, training and support to the internal customers for effective implementation
    • Conduct customer surveys on Customer Services & Digital tools adoption etc., and prepare feedback / reports  for the management
    • Liaison with Supply Chain, Planning, Manufacturing, and Distribution teams to ensure effective & efficient sampling services in line with CCE service guidelines
    • Development & implementation of processes & tools, after necessary approvals, to improve the customer service standards

5. Reports/Administration

  • Daily, weekly and monthly reporting
  • Business data analysis and preparation of management reports. Circulation of Data analysis reports with the Sales team
  • NPI launches
  • Coordination with the import team to ensure Finished Goods’ import orders are processed & delivered on time
  • Lead projects like Slobs depletion, CCE adoption, Sales from Stocks and Sampling from stocks etc