Customer Service Manager

5 days ago

Pakistan Coats Group plc Full time 300,000 - 600,000 per year

Date: 27 Oct 2025

Location: PK

Company: Coats

Education and Experience required-

  • Business Graduate from a reputed university.
  • At least 6-8 years' working experience in customer service/relevant fields; including minimum 2 years in the team lead / Manager capacity.

Job Role includes-

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.
  • 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.
  • 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

  • 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

  • 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

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