
Order Management and Customer Support Leader
5 days ago
Role Overview
This is a key role within J & P Coats Pakistan's Customer Service and Order Management team. The successful candidate will be responsible for ensuring timely delivery of orders and providing excellent customer service to our clients.
Duties and Responsibilities
- Deliver Customer Services related KPIs.
- Work closely with the Sales team to deliver customers' orders on time and as per defined priorities.
- Closely coordinate with Planning, Supply Chain, Production, and Distribution teams to ensure timely delivery of orders / required services to customers.
- Take customers' queries on Company products, services, tools, and serve them appropriately.
- Handle customer complaints quickly and solve within defined timelines to achieve Customers' satisfaction.
- Investigate customers' complaints/concern, find out root causes, and apply permanent solutions.
- Coordinate with QA and Operation teams to address customer complaints promptly.
- Escalar cases to senior management and cross-functional teams when necessary to avoid potential risk.
Requirements
- Relevant experience in the Textile Industry.
- Good communication skills (both written and verbal).
- Experience in leading a team.
- From a manufacturing industry and not from trading and only IT/Software business.
- B2B industry experience is preferred.
- Experience of working in cross-functional environment and customer order management.
- Reporting and analytical skills is a must.
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