Customer Service Excellence Specialist

4 days ago

Udaipur, Rajasthan, India beBeeCustomer Full time ₹ 43,23,750 - ₹ 59,90,500

About the role:

  • Provide exceptional customer service by responding to customer inquiries and resolving issues in a timely and professional manner.
  • Act as a single point of contact for customers, proactively building strong relationships and supporting their needs.
Key Responsibilities:

First Line Support

  • Offer assistance to customers on day-to-day general enquiries about products and services.
  • Proactively identify customer needs and pain points, collaborating with internal teams to maximize sales leads and opportunities.
  • Maximize 'Sell What We Have' and manage customer enquiries on stock availability checks and requests for urgent delivery.

Bulk Order Management

  • Administer customer orders by coordinating with internal functional teams to ensure accurate and prompt fulfillment in compliance with internal policies and best practices.
  • Enter orders into systems and communicate estimated times of delivery with customers.
  • Manage order revisions or cancellations according to customer requests and company policies.
  • Monitor and track orders to guarantee successful processing internally to meet customer delivery requirements.

Sample Request Management

  • Enter sample/DTM requests into online platforms and communicate estimated times of delivery with customers.
  • Collaborate with functional teams to ensure customer sample requests are executed and delivered within sampling service lead times.

Customer Complaint Management

  • Own the process of managing customer complaints, ensuring efficient, empathetic, and accurate resolution.
  • Report subtle indications of changes or dissatisfaction with accounts to immediate supervisors.
  • Collaborate with internal functional teams to respond and resolve complaints promptly.

Promoting Customer Self-Service

  • Sell the benefits of digital tools to customers and provide training to enhance adoption.
  • Manage customer enquiries regarding digital tool usage and troubleshoot issues, escalating them to respective teams for sustained improvement.

Promotion, Upselling, and Cross-Selling

  • Actively promote Coats products and services to increase sales.
  • Identify potential opportunities for further share growth with existing customers.
  • Assist customers in selecting the right thread for their applications.
Requirements:

• Freshers or previous experience in customer service is preferred.

• Be customer-focused and target-oriented.

• Possess good communication, collaboration, interpersonal, and influential skills.

• Demonstrate a proactive and problem-solving approach.

• Capable of working in a competitive, demanding, and time-critical environment.

• Proven ability to follow up thoroughly and in detail.

• Strong growth mindset to learn new knowledge and skills to strive for world-class customer service.

What We Offer:

We foster a diverse and collaborative environment where every team member can thrive. If you're passionate about making an impact in the textile industry and eager to join a global leader with a rich heritage and forward-thinking approach, we invite you to take the next step in your career with us.

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