Manager – Customer Service

Job Description

Responsibilities

Provide leadership and support in the day-to-day operations of the Customer Service Team.
Ensure necessary resources and tools are available for quality and timely customer service delivery.
Take the lead to manage complex and serious customer service issues.
Empower the customer service team to take decisions on their own.
Guide the customer service team to leverage customer interactions/support into sales opportunities.

Be the Customer Service Excellence Ambassador

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.

Governance and Performance Measure

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.

People Development

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.

Key customer relationship building (where applicable)

Build and maintain key customer relationship
Manage day to day activities of strategic key customers (where applicable)

Education, Qualifications and Experience:

Any bachelor s or master s degree.
Extensive experiencing of managing operational customer service teams
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
Demonstrate ability to motivate and communicate with others at all levels.
Able to adapt and succeed in a changing environment.
Evidence of well-developed leadership skills.
Work effectively with all peers and key stakeholders of Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements.
Demonstrate forward-thinking and be visionary of future customer service.

Desirable :

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 yo .

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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