<table class="MsoNormalTable" style="border-collapse:collapse;width:42%;border:medium none currentcolor" border="1" cellspacing="0" cellpadding="0"> <tbody> <tr style="height:19.3pt"> <td style="width:100%;border:1.0pt solid black;background-color:#d9d9d9;padding:0.0cm 5.4pt" valign="top"> Role Purpose </td> </tr> <tr style="height:42.7pt"> <td style="width:100%;border-width:medium 1.0pt 1.0pt;border-style:none solid solid;border-color:currentcolor black black;padding:0.0cm 5.4pt" valign="top"> <ul style="margin-top:0.0cm;margin-bottom:10.0pt"> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">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.</li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">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. </li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Promoting, up-selling and cross-selling of Coats products and services is also a key responsibility of this role. </li> </ul> </td> </tr> </tbody> </table> <table class="MsoNormalTable" style="border-collapse:collapse;width:41%;border:medium none currentcolor" border="1" cellspacing="0" cellpadding="0"> <tbody> <tr style="height:19.1pt"> <td style="width:100%;border:1.0pt solid black;background-color:#d9d9d9;padding:0.0cm 5.4pt" colspan="2" valign="top"> Education, Qualifications and Experience </td> </tr> <tr style="height:20.0pt"> <td style="width:50%;border-width:medium 1.0pt 1.0pt;border-style:none solid solid;border-color:currentcolor black black;background-color:#d9d9d9;padding:0.0cm 5.4pt" valign="top"> Essential </td> <td style="width:50%;border-width:medium 1.0pt 1.0pt medium;border-style:none solid solid none;border-color:currentcolor black black currentcolor;background-color:#d9d9d9;padding:0.0cm 5.4pt" valign="top"> Desirable </td> </tr> <tr style="height:27.5pt"> <td style="width:50%;border-width:medium 1.0pt 1.0pt;border-style:none solid solid;border-color:currentcolor black black;padding:0.0cm 5.4pt" valign="top"> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Previous experience in customer service is preferred </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Be customer-focused and target-oriented</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Good communication, collaboration, interpersonal and influential skills</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">A proactive and ‘can do’/problem solving approach</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Capable of working in a competitive, demanding and time-critical environment </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Proven ability to follow up thoroughly and in detail</li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Ability to handle customers with empathy and confidence and understand customer needs & pain points (SPICQRS)</li> <li style="text-align:left;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Strong growth mindset to learn new knowledge and skills to strive to be a world-class customer service team </li> </ul> </td> <td style="width:50%;border-width:medium 1.0pt 1.0pt medium;border-style:none solid solid none;border-color:currentcolor black black currentcolor;padding:0.0cm 5.4pt" valign="top"> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Knowledge of Coats and customer operation and structure is ideal.</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Good experience and knowledge in Coats products & service and digital tools</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Current knowledge of market regulations </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Textile background where possible </li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Problem solving and analytical ability</li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Experience in sales/customer service</li> </ul> </td> </tr> </tbody> </table> <table class="MsoNormalTable" style="border-collapse:collapse;width:42%;border:medium none currentcolor" border="1" cellspacing="0" cellpadding="0"> <tbody> <tr style="height:21.0pt"> <td style="width:100%;border:1.0pt solid black;background-color:#d9d9d9;padding:0.0cm 5.4pt" valign="top"> Principal Accountabilities and Key Activities </td> </tr> <tr style="height:141.25pt"> <td style="width:100%;border-width:medium 1.0pt 1.0pt;border-style:none solid solid;border-color:currentcolor black black;padding:0.0cm 5.4pt" valign="top"> <ul style="margin-top:0.0cm;margin-bottom:10.0pt"> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">First Line Support <ul style="list-style-type:circle;margin-bottom:0.0cm;margin-top:0.0px"> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Provide first line support to customers on their day-to-day general enquiries on products and service </li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">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 </li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">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 </li> </ul> </li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Bulk Order Management <ul style="list-style-type:circle;margin-bottom:0.0cm;margin-top:0.0px"> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">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. </li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Enter orders into SAP and communicate ETD with customers (for customers who do not use eCommerce platform)</li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Manage to revise or cancel orders as per customer’s requests and corresponding company policies and good practices</li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Monitor and track orders to ensure they are processed successfully internally to meet customer delivery requirement.</li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">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.</li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">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.</li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Manage and process customer consignment stock (if applicable).</li> </ul> </li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Sample Request Management <ul style="list-style-type:circle;margin-bottom:0.0cm;margin-top:0.0px"> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Enter sample/DTM request into online sampling platform and communicate ETD with customers (for customers who do not use online sampling platform) </li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">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</li> </ul> </li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Customer Complaint Management <ul style="list-style-type:circle;margin-bottom:0.0cm;margin-top:0.0px"> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">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 </li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Be sensitive to subtle indications of changes or dissatisfaction with the account and report to immediate supervisor</li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Coordinate and collaborate with internal functional teams (Commercial, Finance, Supply Chain etc.) in responding and resolution of complaints in speed </li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Manage returns, issue of credit/debit notes and invoicing adjustment as to close customer complaints in compliance to internal policies and best practices </li> </ul> </li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Promote and support customer self-service of Coats digital tools <ul style="list-style-type:circle;margin-bottom:0.0cm;margin-top:0.0px"> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Support customer digital adoption by selling the benefits and providing training to customers of the established digital tools</li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">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</li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Identify and escalate to the immediate supervisor any opportunity for process improvement </li> </ul> </li> <li style="margin:0.0cm 0.0cm 10.0pt 0.0px;line-height:115%;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Promotion, up-selling and cross-selling of Coats products and services <ul style="list-style-type:circle;margin-bottom:0.0cm;margin-top:0.0px"> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Actively promote products and services to customers to increase sales </li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Identify potential opportunities for further share growth with existing customers</li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Assist customers to select right thread for their application</li> <li style="line-height:115%;margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:12.0pt;font-family:'Times New Roman', serif;text-indent:0.4px">Following up on prospects and potential that have been previously identified</li> </ul> </li> </ul> Other activities (for market-specific if any but it should not be more than 20% of the overall activities. </td> </tr> </tbody> </table>

Customer Service Officer (MX) @ J&P Coats Ltd

About this role

Ready to apply?