Customer Services Officer
full-time•Vietnam
About this role
General Responsibility:
First Line Support:
• Provide first line support to customers on their day-to-day general enquiries on products and service
• Proactively explore customer needs and pain points through daily interactions and coordinate with the Commercial team to maximize sales leads and opportunities through internal collaboration tools
• Maximize "Sell What We Have" and manage customer enquiries on stock availability check and requests for urgent delivery by offering alternative items available in stock to customers
Bulk Order Management:
• Administer customer orders by coordinating with internal functional teams to strive for meeting customer requests accurately and promptly in compliance to internal policies and best practices.
• Enter orders into system and communicate ETD with customers (for customers who do not use eCommerce platform)
• Manage to revise or cancel orders as per customer’s requests and corresponding company policies and good practices
• Monitor and track orders to ensure they are processed successfully internally to meet customer delivery requirement.
• Communicate proactively, accurately and timely to customers when orders are not processed successfully or fail to deliver as per customer’s requests due to customer issues or internal reasons.
• Coordinate with internal functional teams (Commercial, Sales Support, Planning, Supply Chain, Warehouse etc…) and external parties (forwarders, courier companies, customs
etc…) for delivery arrangement including proforma invoice, shipping instruction and corresponding documents.
• Manage and process customer consignment stock (if applicable).
Sample Request Management:
• Enter sample/DTM request into online sampling platform and communicate ETD with customers (for customers who do not use online sampling platform)
• Coordinate with functional teams (Commercial, Sales Support, Lab, Planning, Supply Chain, Warehouse etc…) to ensure customer sample requests are executed and delivered as sampling service lead time
Customer Complaint Management:
• Be the process owner of customer complaint management to ensure complaints are received, registered, communicated, escalated (when needed), resolved and closed in efficient, empathetic and accurate manner
• Be sensitive to subtle indications of changes or dissatisfaction with the account and report to immediate supervisor
• Coordinate and collaborate with internal functional teams (Commercial, Finance, Supply Chain etc…) in responding and resolution of complaints in speed
• Manage returns, issue of credit/debit notes and invoicing adjustment as to close customer complaints in compliance to internal policies and best practices
Promote and support customer self-service of Coats digital tools:
• Support customer digital adoption by selling the benefits and providing training to customers of the established digital tools
• Manage customer enquiries of the use of digital tools and troubleshoot customer issues, escalate and follow up with respective functional teams to sustain / enhance the use digital tools by customers
• Identify and escalate to the immediate supervisor any opportunity for process improvement
Promotion, up-selling and cross-selling of Coats products and services:
• Actively promote products and services to customers to increase sales
• Identify potential opportunities for further share growth with existing customers
• Assist customers to select right thread for their application
• Following up on prospects and potential that have been previously identified
Other activities (for market-specific if any but it should not be more than 20% of the overall activities
Job requirements:
• Bachelor's Degree in Business Administration or related field
• From 3/5 years of relevant experience ideally in manufacturing, production, footwear and textile industries
• Excellent communication and negotiation skills in English, speaking Chinese is an advantage
• Independent, good organizational skills, problem solver, able to work under pressure and tight timeline
• Strong in Microsoft Office (Word, Excel), experienced with SAP or similar system is preferable
What you'll do
- The Customer Services Officer provides first line support to customers, managing inquiries and orders while ensuring customer satisfaction. They also handle complaints, promote products, and support digital tool adoption.
About Coats
Coats is a leading smart repair brand specializing in vehicle maintenance systems, service and data that keep work flowing.
We offer a full-shop portfolio of tire changers, wheel balancers and aligners, lifts, inspection and compressor technologies, designed and built in the U.S. and serviced locally by our own factory-trained service technicians. Everything we do is designed for ease-of-use and serviceability and delivered with the authentic Coats Attitude.
Our team of smart repair pros work in complete alignment with customers on a single mission -- to create High Performing Shops where people keep moving and technology turning.
Ready to join Coats?
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Frequently Asked Questions
What does a Customer Services Officer do at Coats?
As a Customer Services Officer at Coats, you will: the Customer Services Officer provides first line support to customers, managing inquiries and orders while ensuring customer satisfaction. They also handle complaints, promote products, and support digital tool adoption..
Is the Customer Services Officer position at Coats remote?
The Customer Services Officer position at Coats is based in Vietnam. Contact the company through Clera for specific work arrangement details.
How do I apply for the Customer Services Officer position at Coats?
You can apply for the Customer Services Officer position at Coatsdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.