Officer, Customer Insights & Data Operations

Officer, Customer Insights & Data Operations (Fixed Term)   

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:

The Customer Service Officer is responsible for delivering high quality service to all assigned customers by managing day-to-day queries, order processing, and issue resolution in line with company service standards. 

This role supports the wider Customer Service team by maintaining accurate information, providing timely communication, and ensuring a smooth customer experience.

What you will do:

Analyze customer ordering patterns, buying behavior, service trends, and commercial performance to generate actionable insights.
• Identify customer risks, opportunities, and improvement areas through data analysis.
• Conduct root cause analysis on customer complaints, service failures, delays, and lost sales.
• Develop customer health indicators and support customer segmentation initiatives.
• Monitor customer service KPIs and recommend actions to improve customer experience.
• Design and maintain dashboards, scorecards, and automated reports for business stakeholders.
• Ensure accuracy and integrity of customer master data through audits and data governance practices.
• Support ERP and CRM data quality improvements to enhance business decision-making.
• Identify process inefficiencies and recommend automation and process improvement opportunities.
• Apply statistical and predictive analytics to optimize customer service operations.
• Collaborate with cross-functional teams to support commercial projects and improvement initiatives.
• Present analytical insights and recommendations to stakeholders and management.

Who you are:

• Bachelor's Degree in Data Analytics, Statistics, Business Analytics, Information Systems, Data Science, Engineering, Mathematics, Commerce, or a related field.
• 1-2 years of experience in Data Analytics, Business Intelligence, Commercial Analytics, Customer Service Analytics, or Process Improvement.
• Experience working with ERP systems (SAP preferred).
• Experience in dashboard development and reporting.
• Advanced proficiency in Microsoft Excel.
• Hands-on experience with Power BI and/or Tableau.
• Knowledge of SQL is preferred.
• Understanding of statistical analysis, data visualization, CRM, and ERP systems.
• Exposure to process improvement methodologies and AI tools.
• Strong analytical thinking, problem-solving, and business acumen.
• Customer-centric mindset with effective communication and presentation skills.

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.