Customer Service Representative

Role Purpose:

• The purpose of this role is to provide one stop/single point of contact for customers across the country/cluster while proactively servicing, building strong customer relationship and supporting as well as promoting digital solutions/channels and marketing campaigns to improve overall service, customer experience and satisfaction and grow sales
• This role is also responsible for supporting customers by managing their orders, queries, concerns and complaints in an efficient, accurate and empathetic manner in line with our established policies, process, 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 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

Bulk Order Management
- 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 customers 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 customers 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 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 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:
1. Previous experience in customer service is preferred
2. Be customer-focused and target-oriented
3. Good communication, collaboration, interpersonal and influential skills
4. A proactive and ‘can do’/problem solving approach
5. Capable of working in a competitive, demanding and time-critical environment
6. Proven ability to follow up thoroughly and in detail
7. Ability to handle customers with empathy and confidence and understand customer needs & pain points (SPICQRS)
8. Strong growth mindset to learn new knowledge and skills to strive to be a world-class customer service team

Desirable:
1. Knowledge of Coats and customer operation and structure is ideal.
2. Good experience and knowledge in Coats products & service and digital tools
3. Current knowledge of market regulations
4. Textile background where possible
5. Problem solving and analytical ability
6. Experience in sales/customer service