Manager - Customer Service (IN)

Consult internal teams (e.g. commercial, operations, finance) and even big customers to identify areas of improvement to further improve quality of service, efficiency and effectiveness.

Implement the established global vision and strategies of customer service function.

Co-develop, define, communicate and implement new and existing customer service policies, procedures and best practices.

Support customer service projects and initiatives to implement growth strategies.

Develop KPIs in alignment with the global shared goals of customer service function.

Evaluate and performance manage staff in accordance to the established competency framework and shared goals.

Responsible for delivering the agreed annual sales targets/budget for the customer service team.

Build capability and consistency of the team by identifying and addressing staff training and coaching/mentoring needs in accordance to the established competency framework.

Plan, prioritize and delegate work tasks to ensure proper functioning of the customer service team (recruiting, selecting, orienting, training, assigning).

Drive engagement, motivation and recognition within the team to build accountability to achieve their goals.

Keep abreast of the latest customer handling techniques and approaches and feed these into the team for continuous improvement.

Encourage and engage the Customer Services Team to develop a growth mindset based on proactive actions to enhance performance and improve results.

Build and maintain key customer relationship

Manage day to day activities of strategic key customers (where applicable)

Knowledge of Coats and customer operation and structure is ideal.

Good experience and knowledge in Coats products & service and digital tools.

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.