Customer Relationship Manager

About the Job

At Coats, we are a world leader in thread manufacturing and structural components for apparel and footwear. We also pioneer innovative performance materials that cater to various product needs.

Our trusted clients across the globe rely on us to deliver crucial, inventive, and sustainable solutions. We offer value-added products including apparel, footwear, and specialty threads that enhance our customers' business.

With over 250 years of heritage and a spirit of evolution, we maintain operations in more than 50 countries with a workforce exceeding 17,000. Our aim is to serve our customers worldwide while constantly adapting to changing market demands.

In recent times, we have acquired Texon and Rhenoflex, further expanding our range of footwear components. Our technologically diverse portfolio enables us to meet current and future trends, setting new standards in the process.

We connect talent, textiles, and technology to make a better and more sustainable world. For more information, visit our website: www.coats.com

Role Purpose:

• The primary responsibility of this role is to provide one-stop-shop customer service across the country/cluster. This involves proactively servicing, building strong customer relationships, and promoting digital solutions/channels and marketing campaigns to enhance overall service, customer experience, and satisfaction while growing sales.
• This role is responsible for supporting customers by managing their orders, queries, concerns, and complaints efficiently, accurately, and empathetically in accordance with established policies, processes, best practices, and technology.
• Promoting, up-selling, and cross-selling of Coats products and services is also a key responsibility of this role.

Principal Accountabilities and Key Activities:

First Line Support

• Provide first-line support to customers on their day-to-day general enquiries on products and services.
• Proactively explore customer needs and pain points through daily interactions and coordinate with the Commercial team to maximize sales leads and opportunities via internal collaboration tools.
• Maximize 'Sell What We Have' and manage customer enquiries on stock availability check and requests for urgent delivery by offering alternative items available in stock to customers.

Bulk Order Management

• Administer customer orders by coordinating with internal functional teams to strive for meeting customer requests accurately and promptly in compliance with internal policies and best practices.
• Enter orders into SAP and communicate ETD with customers (for customers who do not use eCommerce platform).
• Manage to revise or cancel orders as per customer's requests and corresponding company policies and good practices.
• Monitor and track orders to ensure they are processed successfully internally to meet customer delivery requirements.
• Communicate proactively, accurately, and timely to customers when orders are not processed successfully or fail to deliver as per customer's requests due to customer issues or internal reasons.
• Coordinate with internal functional teams (Commercial, Sales Support, Planning, Supply Chain, Warehouse etc...) and external parties (forwarders, courier companies, customs etc...) for delivery arrangement including proforma invoice, shipping instruction, and corresponding documents.
• Manage and process customer consignment stock (if applicable).

Sample Request Management

• Enter sample/DTM request into online sampling platform and communicate ETD with customers (for customers who do not use online sampling platform).
• Coordinate with functional teams (Commercial, Sales Support, Lab, Planning, Supply Chain, Warehouse etc...) to ensure customer sample requests are executed and delivered as sampling service lead time.

Customer Complaint Management

Be the process owner of customer complaint management to ensure complaints are received, registered, communicated, escalated (when needed), resolved, and closed in an efficient, empathetic, and accurate manner.

Be sensitive to subtle indications of changes or dissatisfaction with the account and report to immediate supervisor.

Coordinate and collaborate with internal functional teams (Commercial, Finance, Supply Chain etc...) in responding and resolution of complaints in speed.

Manage returns, issue of credit/debit notes, and invoicing adjustment as to close customer complaints in compliance to internal policies and best practices.

Promote and Support Customer Self-Service of Coats Digital Tools

Support customer digital adoption by selling the benefits and providing training to customers of the established digital tools.

Manage customer enquiries of the use of digital tools and troubleshoot customer issues, escalate, and follow up with respective functional teams to sustain/enhance the use of digital tools by customers.

Identify and escalate to the immediate supervisor any opportunity for process improvement.

Promotion, Up-Selling, and Cross-Selling of Coats Products and Services

• Actively promote products and services to customers to increase sales.
• Identify potential opportunities for further share growth with existing customers.
• Assist customers to select right thread for their application.
• Following up on prospects and potential that have been previously identified.

Education, Qualification, and Experience:

Essential:

• Freshers and Previous experience in customer service is preferred.
• Be customer-focused and target-oriented.
• Good communication, collaboration, interpersonal, and influential skills.
• A proactive and 'can-do'/problem-solving approach.
• Capable of working in a competitive, demanding, and time-critical environment.
• Proven ability to follow up thoroughly and in detail.
• Ability to handle customers with empathy and confidence and understand customer needs & pain points.
• Strong growth mindset to learn new knowledge and skills to strive to be a world-class customer service team.

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.

---