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