Customer Service Representative – Madurai

About the role

Join Coats in Madurai as a Customer Service Representative, providing first‑line support to our global clientele. You will act as the primary point of contact for product and service enquiries, ensuring timely and accurate responses while driving sales opportunities.

Key responsibilities

• Provide first‑line support for day‑to‑day customer enquiries on products and services.
• Identify customer needs and coordinate with the Commercial team to generate sales leads.
• Manage bulk orders: enter orders into SAP, check stock availability, arrange urgent deliveries, and communicate estimated delivery dates.
• Track order progress, update customers on any delays, and coordinate with internal teams (Planning, Supply Chain, Warehouse) and external partners (forwarders, couriers, customs).
• Process sample and DTM requests through the online sampling platform and ensure timely delivery.
• Own the customer complaint process: receive, register, communicate, and escalate issues as required.

Required profile

• Excellent verbal and written communication skills.
• Strong customer‑focus with the ability to understand and anticipate needs.
• Detail‑oriented and able to manage multiple tasks simultaneously.
• Proactive problem‑solver who can coordinate across various functional teams.

Required skills

• SAP