Manager Customer Services

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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.

Headquartered in the UK, Coats* connects talent, textiles, and technology to make a better and more sustainable world.

For more info, visit our website: www.coats.com

Key Responsibilities:

Service & Operational Management

• Prompt & effective communication and coordination with the customers to ensure a 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 the company's products, services, and tools and serving them appropriately.
• Deal with the complaints quickly and solve them within the defined timelines to achieve customer satisfaction.
• Investigate customers' complaints/concerns, find out the root causes, and apply permanent solutions.
• Close coordination with QA and Operations teams to address customer complaints promptly.
• Escalating the cases to the senior management and cross-functional teams when necessary to avoid potential risk.

Digital Services

• Assist the 'Manager' in the development of key Digital Services and e-Com activities (e-comm adoption, customer trainings, demos, problem solving etc), including training and support to the internal customers.
• Assist the 'Manager' in providing support to the sales team on SAP & BI related issues/data/reports etc.
• Assist the 'Manager' in conducting the 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.

Reports/Administration

• Daily, weekly, and monthly reporting relating to sales, Customer Services, and Digital.
• Business data analysis and preparation of management reports. Circulation of Data analysis reports with the Sales team.
• Assist the Sales team with monthly/ annual sales forecasting and demand planning.
• E-comm order entry and material/shade mastering.
• Coordination with the import team to ensure Finished Goods' import orders are processed & delivered on time.
• Assist the Manager in projects like Slobs depletion, CCE adoption, Sales from Stocks and Sampling from stocks etc.
• Preparation of Credit Notes as advised.
• Supporting the function/division in matters relating to 'Purchase Requisition', like raising the PR etc.

Qualifications and Experience:

• Bachelor's/Master's in Sales/Marketing.
• Relevant experience (in the Textile Industry)
• 3-5 years of experience

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.

Seniority level

• Seniority levelAssociate

Employment type

• Employment typeFull-time

Job function

• Job functionCustomer Service
• IndustriesTextile Manufacturing

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