Customer Service Representative

Role Overview

• Provide first line support to customers on their day-to-day general enquiries on products and service
• Proactively explore customer needs and pain points through daily interactions and coordinate with the Commercial team to maximise sales leads and opportunities through internal collaboration tools
• 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.
• 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 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 (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.
• Enter sample/DTM request into online sampling platform and communicate ETD with customers (for customers who do not use online sampling platform)
• 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
• Actively promote products and services to customers to increase sales
• Identify potential opportunities for further share growth with existing customers

Requirements

• 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 (SPICQRS)
• Strong growth mindset to learn new knowledge and skills to strive to be a world-class customer service team
• Knowledge of Coats and customer operation and structure is ideal.
• Good experience and knowledge in Coats products & service and digital tools
• Current knowledge of market regulations
• Textile background where possible
• Problem solving and analytical ability
• Experience in sales/customer service

Benefits

• Health insurance
• Professional development opportunities