Customer Service Manager at Coats Group plc

, , Pakistan -

Full Time

Start Date

Immediate

Expiry Date

28 Feb, 26

Salary

0.0

Posted On

30 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service Management, Operational Management, Communication, Team Leadership, Complaint Handling, Training, Digital Services, Data Analysis, Project Management, Collaboration, Problem Solving, Process Improvement, Customer Satisfaction, KPI Delivery, Coaching, Reporting

Industry

Textile Manufacturing

Description

Education and Experience required- Business Graduate from a reputed university. At least 6-8 years’ working experience in customer service/relevant fields; including minimum 2 years in the team lead / Manager capacity. Job Role includes- Service & Operational Management Ensure that that the company’s guideline & SOPs are followed in customer service management. Prompt & effective communication and coordination with the customers to ensure superior customer service experience Deliver Customer Services related KPIs Work closely with the Sales team to deliver customers’ orders on time and as per the defined priorities Close coordination with Planning, Supply Chain, Production and Distribution teams to ensure the timely delivery of orders / required services to the customers Taking customers’ queries on Company products, services, tools and serving them appropriately. Complaint Handling Deal with the complaints quickly and solve within the defined timelines to achieve Customers’ satisfaction. Investigate customers’ complaints/concern, find out the root causes and apply permanent solutions. Close coordination with QA and Operation teams to address customer complaints promptly. Escalating the cases to the senior management and cross functional teams when necessary to avoid potential risk. People Management Training & development of the team Coaching of under performers to lift them up to the required levels Ensure team alignments to deliver the function KPIs Digital Services Facilitate the development of key Digital Services and e-Com activities and provide guidance, training and support to the internal customers for effective implementation Conduct customer surveys on Customer Services & Digital tools adoption etc., and prepare feedback / reports for the management Liaison with Supply Chain, Planning, Manufacturing, and Distribution teams to ensure effective & efficient sampling services in line with CCE service guidelines Development & implementation of processes & tools, after necessary approvals, to improve the customer service standards Reports/Administration Daily, weekly and monthly reporting Business data analysis and preparation of management reports. Circulation of Data analysis reports with the Sales team NPI launches Coordination with the import team to ensure Finished Goods’ import orders are processed & delivered on time Lead projects like Slobs depletion, CCE adoption, Sales from Stocks and Sampling from stocks etc

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Responsibilities

The Customer Service Manager is responsible for ensuring adherence to company guidelines and SOPs in customer service management while delivering superior customer experiences. This role includes managing complaints, coordinating with various teams for timely order delivery, and overseeing the training and development of the customer service team.