Customer Service Executive

Coats is the world’s leading industrial thread company. At home in some 50 countries, Coats has a workforce of 17,000 people across six continents.

Coats’ pioneering history and innovative culture ensure the company leads the way around the world. It provides complementary and value added products, services and software solutions to the apparel and footwear industries. It applies innovative techniques to develop high technology Performance Materials threads, yarns and fabrics in areas such as Transportation, Telecommunications and Energy, and Personal Protection.

Headquartered in the UK, Coats is a FTSE 250 company, a constituent of the FTSE4Good Index Series, a participant in the UN Global Compact and a Network member of the Ellen MacArthur Foundation.

Expectations:

• Min. 2 year college degree or 3 / 4 years’ experience in a position requiring direct contact with customers

• Excellent mandatory French and English language written & spoken

• Knowledge of French culture/ French customers

• Analytical thinking

• Ability to partner with internal team members to understand customer problems and think of solutions to resolve

• Knowledge of order processing and data base maintenance

• Proven ability to handle difficult customer situations

• Confident in Microsoft Office (Word, Excel, PowerPoint)

  Desirable

• Knowledge of textile manufacturing processes

• Experience using SAP (or similar system)

• Proficient in spreadsheet analysis

  Job description:

  Accounts/Customer

• Receive and process customer orders promptly, accurately along with checking all details associated with the order and the system

• Follow up with customers and communicate customers’ needs to Sales, Logistics, Production, Quality and Accounting

• Monitor open orders and advise customer/sales of any problems or changes in order status. Work with internal departments to resolve and offer solutions to the issue

• Work with all departments to establish and proper set up new accounts in the system

   

Sales/Marketing Support

• Work with sales to monitor target accounts and review order details.

• Assist sales in obtaining new accounts and maintaining existing accounts. This includes being proactive and calling customers daily.

• Help in all stages of a customer complaint with the customer and internal department to resolve the issue. This includes the integrity of the ERP system as it relates to complaints and returns. Aid sales in keeping the customer informed at all times.

Customer Satisfaction

• Deliver world class customer service to our external and internal customers

• Receive and act with a high sense of urgency upon customer inquiries to service requests, product questions, complaints and resolving directly or through Sales.

Coordinate shipments and tracking with Logistics when requested.