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Customer Service Manager
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Date: 27 Oct 2025
Location: PK
Company: Coats
Education and Experience required-
- Business Graduate from a reputed university.
- At least 6-8 years’ working experience in customer service/relevant fields; including minimum 2 years in the team lead / Manager capacity.
Job Role includes-
Service & Operational Management
- Ensure that that the company’s guideline & SOPs are followed in customer service management.
- Prompt & effective communication and coordination with the customers to ensure superior customer service experience
- Deliver Customer Services related KPIs
- Work closely with the Sales team to deliver customers’ orders on time and as per the defined priorities
- Close coordination with Planning, Supply Chain, Production and Distribution teams to ensure the timely delivery of orders / required services to the customers
- Taking customers’ queries on Company products, services, tools and serving them appropriately.
- Complaint Handling
- Deal with the complaints quickly and solve within the defined timelines to achieve Customers’ satisfaction.
- Investigate customers’ complaints/concern, find out the root causes and apply permanent solutions.
- Close coordination with QA and Operation teams to address customer complaints promptly.
- Escalating the cases to the senior management and cross functional teams when necessary to avoid potential risk.
- People Management
- Training & development of the team
- Coaching of under performers to lift them up to the required levels
- Ensure team alignments to deliver the function KPIs
- Digital Services
- Facilitate the development of key Digital Services and e-Com activities and provide guidance, training and support to the internal customers for effective implementation
- Conduct customer surveys on Customer Services & Digital tools adoption etc., and prepare feedback / reports for the management
- Liaison with Supply Chain, Planning, Manufacturing, and Distribution teams to ensure effective & efficient sampling services in line with CCE service guidelines
- Development & implementation of processes & tools, after necessary approvals, to improve the customer service standards
- Reports/Administration
- Daily, weekly and monthly reporting
- Business data analysis and preparation of management reports. Circulation of Data analysis reports with the Sales team
- NPI launches
- Coordination with the import team to ensure Finished Goods’ import orders are processed & delivered on time
- Lead projects like Slobs depletion, CCE adoption, Sales from Stocks and Sampling from stocks etc
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