Customer Service Team Leader

About the role

Coats is seeking a Customer Service Team Leader to oversee daily service operations at its Madurai site. You will ensure timely order processing, handle escalations, and drive continuous improvement while fostering a customer‑first culture.

Key responsibilities

• Supervise day‑to‑day customer service activities, ensuring prompt responses to orders, queries and complaints.
• Enforce adherence to SOPs, policies and quality standards across the team.
• Act as first‑level escalation point for complex customer issues and support resolution.
• Identify and implement process improvement initiatives to boost efficiency and service accuracy.
• Track, analyse and report on service KPIs, recommending corrective actions as needed.
• Lead training sessions on SOPs, systems and customer‑handling skills.
• Mentor team members, support onboarding and conduct performance reviews.
• Coordinate with Sales, Planning, Supply Chain, Finance and Technology to ensure smooth order execution.
• Assist the Customer Service Manager with governance, reporting and audit compliance.

Required profile

• Minimum 5 years of customer service experience, including at least 2 years in a supervisory or team‑lead role.
• Proven track record in managing order‑management or service operations.
• Graduate degree or higher.
• Strong analytical, problem‑solving and communication skills.

Required skills

What we offer

• Opportunity to work for a global leader in thread manufacturing and performance materials.
• Collaborative environment with cross‑functional teams.
• Professional development and leadership growth.