Service Representative

About Us

We are a leading provider of innovative solutions for the textile industry. Our company has a rich heritage spanning over 250 years, with operations across 50 countries and a workforce of over 17,000 employees.

Our expertise lies in the development of critical solutions used to create a wide range of products that provide safety and protection for people, data and the environment. We deliver value-adding products, including apparel, footwear and specialty threads, trusted by the world's leading companies.

We have a proud spirit of evolution, constantly staying ahead of changing market needs. Our technologically diverse product portfolio enables us to cater to both current and future trends, setting new standards in the process. Through our connections of talent, textiles, and technology, we aim to make a better and more sustainable world.

Key Responsibilities:

• 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 internal teams to maximise sales leads and opportunities.
• Maximise '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.
• Administer customer orders by coordinating with internal functional teams to strive for meeting customer requests accurately and promptly in compliance to internal policies and best practices.
• 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 requirement.
• 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 and external parties for delivery arrangement including proforma invoice, shipping instruction and corresponding documents.
• Manage and process customer consignment stock (if applicable).
• 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 to ensure customer sample requests are executed and delivered as sampling service lead time.
• Be the process owner of customer complaint management to ensure complaints are received, registered, communicated, escalated (when needed), resolved and closed in efficient, empathetic and accurate manner.
• Support customer digital adoption by selling the benefits and providing training to customers of the established digital tools.
• Identify and escalate to the immediate supervisor any opportunity for process improvement.
• 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.

Essential Qualifications:

• 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.