Customer Service Representative

About the role

We are looking for a Customer Service Representative to join Coats in Madurai. The role will be the first point of contact for customers, handling enquiries, order processing and sample requests while ensuring timely and accurate service.

Key responsibilities

• Provide first‑line support for product and service enquiries, identify customer needs and collaborate with the Commercial team to generate sales leads.
• Administer bulk orders: enter orders in SAP, communicate estimated delivery dates, revise or cancel orders per policy, and track order progress.
• Coordinate delivery logistics with internal teams (Planning, Supply Chain, Warehouse) and external partners (forwarders, couriers, customs) and manage consignment stock when required.
• Process sample and DTM requests through the online sampling platform, ensuring timely delivery of samples.
• Own the customer complaint process: receive, register, communicate and escalate issues to achieve resolution.

Required profile

• Strong customer‑orientation with the ability to understand and anticipate needs.
• Excellent communication skills for proactive interaction with customers and internal stakeholders.
• Organised approach to manage multiple orders and requests simultaneously.

Required skills

• SAP order entry and management.