About this role
Customer Services Officer (Chinese Speaking) Location: Ho Chi Minh Coats is a world leader in thread manufacturing and structural components for apparel and footwear, as well as an innovative pioneer in performance materials. These critical solutions are used to create a wide range of products, including ones that provide safety and protection for people, data and the environment. Trusted by the world's leading companies to deliver crucial, innovative, and sustainable solutions, we provide value-adding products including apparel, footwear and speciality threads. With a proud heritage dating back more than 250 years and a spirit of evolution to constantly stay ahead of changing market needs, we have operations across 50 countries with a workforce of over 17,000, serving our customers worldwide. Role Purpose: Take responsibility for the entire journey of the customer when dealing with Coats. Be the single point of contact for the customer from the point of receiving the order to the goods being invoiced. Ensure a seamless interaction with the customer across a multitude of channels and platforms whilst coordinating with all internal stakeholders such as planning, warehouse and distribution and so on, in order to keep fine-tuning and improving the overall customer experience. Proactively manage the business process on behalf of the customer to ensure there are no delays caused by the internal process regarding, documentation, packaging and billing requirements. Maximise the sales to customers with the help of pull forwards, proactive upselling and product substitutions. Build relationships with the customer to gather insight into forecasting, buying trends and stock levels in order to participate in the demand planning process for the customers. What you will do (Key Responsibilities): Handle sales orders as per company policies, procedures and sales contracts with customers: Receive and input orders into system (non- eComm orders) Contact the customer and confirm orders (non-eComm orders) Follow-up and control the open bulk orders Promote pull forward offers to customers when advised on any promotions by the Commercial Directors. Handle customer requests related to orders Follow up urgent order requests Handle enquiry of order status including late orders Handle goods replacement as necessary Deal with sample/DTM requirements of customers: Receive and input sample orders into WBA or SAP (non-WBA sample orders by customers) Contact the customer and confirm orders Follow-up and control the open sample orders Handle customer complaints including quality complaints and non-quality complaints Receive complaint information, get the sample and input information into SAP Work with relevant Dept. to investigate the complaint and find the solution Handle exchange goods/compensation if any and communicate the findings and solution to the customer. Work with relevant departments to stop issues from recurring. Training eComm/ WBA for new customers/new users Handle customer requests related to technical Thread selection advisory. Technical guidance (Coats online tools) Maintain good communication with related functions to achieve good support for Customer Experience Officer (C X O) activities: Planning & Production : production order processing Sales: customer relations, customer complaints and sales policy CO: credit status of customers QA: QA – QC process/ customer complaints TAS department: Technical knowledge/ customer complaints FGWH: delivery/ non-quality complaints Lab: sample & DTM Do other tasks as assigned by Line Manager Who you are (Requirements): College graduate Excellent communication skills English (intermediate level or above) Chinese (intermediate level or above) Microsoft Office Suite What will set you apart (Nice to Have): Technical skills in textiles/garment industry Previous experience in the customer service field At Coats Group, we are committed to innovation, excellence, and fostering a diverse and collaborative environment where every team member can thrive. If you are passionate about making an impact in the textile industry and eager to join a global leader with a rich heritage and a forward-thinking approach, we invite you to take the next step in your career with us. Apply now to be part of our dynamic team and help shape the future of textiles.