Customer Services Representative

Role Key Responsibilities

Administer customer orders:

• Convert & enter orders into SAP and communicate ETD with customers (for Non-e Comm orders);

• Order revise and cancellation as per customer request and corresponding company policies.

• Monitor order process closely to achieve committed lead time

• Coordinate with PL, logistic team (SC), WH for delivery arrangement.

• Actively clearing the stuck orders in BD87, informing the sales team of the stuck Customer orders due to credit limit and actions on same.

• Keeping the customer informed on the reason for the order not processed due

Service to Amount overdue (SAP access to the Ledger) Representative

• Keeping the customer informed of any orders which are getting delayed for processing due to internal reasons (Material mastering, FTP error in case of the OCR orders) to check with customer and clear from eComm team respectively.

• Coordinate with Coats internal departments to respond to customer request and enquiries promptly.

Handle sample/DTM request from customers:

• Input sample/DTM request on CCE and confirm with customers (for non-CCE customers only);

• Monitor sample order closely to optimize sample service lead time

 Coordinate with lab or logistic team for delivery and shipments; Handle enquires from customers:

Complaint Handling

• Manage customer non quality complaints:

• Closely follow up with relevant Coats team on corresponding non quality complaints and ensure prompt and excellent response to customers to maintain high levels of customer satisfaction.

Implement online tools:

• Ensuring the customers continue to place orders who are already on digital tools by timely intervention. Increase on MAR and support customer on digital adoption

• Troubleshoot customer issues in respect to online tools: escalate and follow up issues/bugs appropriately with the respective teams to ensure timely response to customers.

Other ad-hoc activities:

• Master material request