Job Title - Customer Service - Team Leader
Location - Madurai
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.
Job Purpose:
* This role is responsible for coordinating and maintaining the requirement and
relationship with Customers in a clear, correct complete and timely manner.
The incumbent should focus on continuous improvement thus ensuring
simplification and innovation of processes related to customer service while
maintaining customer satisfaction and expectations.
* Providing performance feedback, proper training and guidance to Customer
Service Representatives thus ensuring all customer needs are met in a
customer-focused, timely and accurate manner are significant elements of this
role.
* This role is also responsible for assisting the Customer Service Manager /
Head of Customer Service to build a world class customer service team thereby
leading to stronger, sustainable and profitable growth for Coats.
Principal Accountabilities and Key Activities
Customer Service Operations
• Supervise day-to-day operations ensuring timely response to orders, queries,
and complaints.
• Ensure team adherence to defined SOPs, policies, and quality standards.
• Act as first-level escalation for customer issues and support resolution.
Process & Performance Improvement
• Identify and drive
📌 Customer Service (India)
🏢 Coats
📍 India