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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on problem-solving, effective communication, and the ability to manage customer orders and complaints efficiently. Proficient in utilizing Coats products and digital tools to enhance customer experience and drive sales.
Highest-signal resume keywords
Customer Service ExperienceOrder ManagementSAP ProficiencyCoats Product KnowledgeProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Order AdministrationCustomer Complaint ManagementSales CoordinationProcess ImprovementAnalytical Ability
Soft Skills
Communication SkillsCollaboration SkillsInterpersonal SkillsEmpathyProactive Approach
Tools & Technologies
SAPCoats Digital Tools
Industry Keywords
Textile BackgroundMarket RegulationsCustomer OperationsSales LeadsUpselling
About the role
Key responsibilities & impact- Provide first-line support for customers’ general product and service enquiries
- Explore customer needs and pain points and coordinate with Commercial teams to maximise sales leads
- Handle stock availability enquiries and urgent delivery requests by offering available alternatives
- Administer, enter, revise, cancel, monitor and track customer orders
- Enter orders into SAP and communicate estimated time of delivery
- Coordinate delivery arrangements and related documentation with internal teams and external logistics parties
- Manage customer consignment stock where applicable
- Process sample requests and coordinate their fulfilment and delivery
- Own customer complaint management from receipt through resolution and closure
- Coordinate complaint responses, returns, credit/debit notes and invoicing adjustments
- Promote customer adoption of Coats digital tools, provide training and troubleshoot issues
- Identify and escalate process-improvement opportunities
- Promote, upsell and cross-sell Coats products and services
- Identify growth opportunities, follow up on prospects and help customers select the right thread for their applications
Requirements
What you’ll need- Previous experience in customer service is preferred
- Customer-focused and target-oriented
- Good communication, collaboration, interpersonal and influential skills
- Proactive and ‘can do’/problem-solving approach
- Ability to work 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 and pain points (SPICQRS)
- Strong growth mindset to learn new knowledge and skills
- Knowledge of Coats and customer operation and structure is ideal
- Good experience and knowledge in Coats products, services and digital tools
- Current knowledge of market regulations
- Textile background where possible
- Problem-solving and analytical ability
- Experience in sales/customer service