Officer, Customer Services, Footware

Role Purpose:
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. 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. Promoting, up-selling and cross-selling of Coats products and services is also a key responsibility of this role.

Principal Accountabilities and Key Activities:

First Line Support

Provide first line support to customers on their day-to-day general enquiries on products and service

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

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

Bulk Order Management

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.

Enter orders into SAP and communicate ETD with customers (for customers who do not use eCommerce platform)

Manage to revise or cancel orders as per customer's requests and corresponding company policies and good practices

Monitor and track orders to ensure they are processed successfully internally to meet customer delivery requirement.

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.

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.

Manage and process customer consignment stock (if applicable).

Sample Request Management

Enter sample/DTM request into online sampling platform and communicate ETD with customers (for customers who do not use online sampling platform)

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

Customer Complaint Management

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

Be sensitive to subtle indications of changes or dissatisfaction with the account and report to immediate supervisor

Coordinate and collaborate with internal functional teams (Commercial, Finance, Supply Chain etc…) in responding and resolution of complaints in speed

Manage returns, issue of credit/debit notes and invoicing adjustment as to close customer complaints in compliance to internal policies and best practices

Promote and support customer self-service of Coats digital tools

Support customer digital adoption by selling the benefits and providing training to customers of the established digital tools

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

Identify and escalate to the immediate supervisor any opportunity for process improvement

Promotion, up-selling and cross-selling of Coats products and services

Actively promote products and services to customers to increase sales

Identify potential opportunities for further share growth with existing customers

Assist customers to select right thread for their application

Following up on prospects and potential that have been previously identified

Other activities (for market-specific if any but it should not be more than 20% of the overall activities)

Education, Qualifications and Experience:

(Include skills and competencies required to perform the role competently)

Essential:

Previous experience in customer service is preferred Be customer-focused and target-oriented Good communication, collaboration, interpersonal and influential skills A proactive and 'can do'/problem solving approach Capable of working in a competitive, demanding and time-critical environment Proven ability to follow up thoroughly and in detail Ability to handle customers with empathy and confidence and understand customer needs & pain points (SPICQRS) Strong growth mindset to learn new knowledge and skills to strive to be a world-class customer service team

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