Assistant Manager Customer Support

Job Description

Role Overview:You will be responsible for coordinating and maintaining relationships with customers in a clear, correct, complete, and timely manner at Coats. Your focus will be on continuous improvement to simplify and innovate processes related to customer service while ensuring customer satisfaction and expectations are met. Providing feedback, training, and guidance to Customer Service Representatives will be crucial in this role. Additionally, you will assist in building a world-class customer service team to drive sustainable growth for Coats.Key Responsibilities:- Supervise day-to-day customer service operations to ensure timely responses to orders, queries, and complaints.- Ensure team adherence to defined standard operating procedures (SOPs), policies, and quality standards.- Serve as the first-level escalation for customer issues and support in issue resolution.- Identify and drive process improvement opportunities to enhance efficiency and service accuracy.- Track and analyze service Key Performance Indicators (KPIs) and propose corrective actions.- Support the implementation of digital and process simplification initiatives.- Conduct regular training on SOPs, systems, and customer handling skills.- Mentor team members to strengthen communication, ownership, and customer-first mindset.- Assist in onboarding and performance reviews of team members.- Coordinate with internal teams (Sales, Planning, Supply Chain, Finance, Technology) for smooth order execution.- Support the Customer Service Manager in governance, reporting, and customer-related reviews.- Ensure compliance with internal audit and control requirements.- Build and maintain key customer relationships.- Manage day-to-day activities of strategic key customers (e.g. super contractors, where applicable).Qualifications Required:- Minimum 5 years of experience in customer service, including at least 2 years in a supervisory or team lead role.- Graduate degree and above.- Proven experience in managing day-to-day customer service or order management operations.- Strong operational and customer focus with a good understanding of service processes and performance metrics.- Demonstrated ability to lead, coach, and motivate a small to mid-sized team.- Excellent communication and collaboration skills to work effectively with peers and stakeholders across functions (Sales, Planning, Supply Chain, Finance).- Ability to adapt to changing priorities and drive process improvements.- Sound analytical and problem-solving skills with a focus on service quality and efficiency.- Knowledge of Coats and customer operation and structure is ideal.- Good experience and knowledge in Coats products & service and digital tools.- Current knowledge of market regulations.Company Additional Details:Coats Group is 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, Coats invites you to take the next step in your career with them. Apply now to be part of their dynamic team and help shape the future of textiles. Role Overview:You will be responsible for coordinating and maintaining relationships with customers in a clear, correct, complete, and timely manner at Coats. Your focus will be on continuous improvement to simplify and innovate processes related to customer service while ensuring customer satisfaction and expectations are met. Providing feedback, training, and guidance to Customer Service Representatives will be crucial in this role. Additionally, you will assist in building a world-class customer service team to drive sustainable growth for Coats.Key Responsibilities:- Supervise day-to-day customer service operations to ensure timely responses to orders, queries, and complaints.- Ensure team adherence to defined standard operating procedures (SOPs), policies, and quality standards.- Serve as the first-level escalation for customer issues and support in issue resolution.- Identify and drive process improvement opportunities to enhance efficiency and service accuracy.- Track and analyze service Key Performance Indicators (KPIs) and propose corrective actions.- Support the implementation of digital and process simplification initiatives.- Conduct regular training on SOPs, systems, and customer handling skills.- Mentor team members to strengthen communication, ownership, and customer-first mindset.- Assist in onboarding and performance reviews of team members.- Coordinate with internal teams (Sales, Planning, Supply Chain, Finance, Technology) for smooth order execution.- Support the Customer Service Manager in governance, reporting, and customer-related reviews.- Ensure compliance with internal audit and control requirements.- Build and maintain key customer relationships.- Manage day-to-da

Keyskills :
Customer ServiceTeam ManagementProcess ImprovementTrainingDevelopmentCollaborationGovernanceCommunication SkillsAnalytical SkillsCustomer Relationship Building