Customer Service Representative

About the Company

Madura Coats is part of Coats, a UK-headquartered multinational and a leading global name in sewing solutions, threads, structural components, and performance materials. The business operates in around 50 to 65 countries, serves customers across multiple industries, and has a long history of more than 250 years. Coats reported revenues of $1.6 billion in 2022 and has more than 17,000 employees worldwide. It is a FTSE250 company, a FTSE4Good constituent, and actively supports sustainability, innovation, diversity, workplace safety, and employee wellbeing.

The role sits within the Coats performance and customer support structure in India, and is aimed at someone energetic, motivated, and ready to contribute in a challenging global environment.

Role Purpose

This position acts as the main point of contact for customers across the country or cluster. The goal is to deliver responsive service, strengthen customer relationships, support digital adoption, and contribute to sales growth through proactive service and account support.

Key Responsibilities

The role covers a wide range of customer service and order support activities, including first-contact assistance, order handling, sample coordination, complaint resolution, and promotion of digital tools and Coats products.

• Handle everyday customer queries on products and services as the first support contact.
• Identify customer needs and pain points through routine interaction and work with the commercial team to create sales opportunities.
• Support “sell what we have” efforts by checking inventory availability and suggesting suitable in-stock alternatives for urgent requirements.
• Process customer orders by coordinating with internal teams and ensuring requests are handled accurately and on time.
• Input orders in SAP and share estimated delivery timelines with customers who are not using the eCommerce platform.
• Revise or cancel orders when requested, while staying aligned with company policy and best practice.
• Track orders closely to make sure they move through internal processes and meet delivery commitments.
• Notify customers promptly and clearly when orders cannot be completed as planned because of customer-side or internal issues.
• Coordinate deliveries with commercial, sales support, planning, supply chain, warehouse, and external parties such as forwarders, courier services, and customs authorities.
• Manage proforma invoices, shipping instructions, and related shipping documents as required.
• Handle customer consignment stock where applicable.
• Raise sample and DTM requests in the online sampling system and communicate timelines to customers not using the platform.
• Work with lab, planning, supply chain, warehouse, and other teams to ensure customer samples are delivered within service lead times.
• Own the customer complaint process from receipt to closure, ensuring issues are logged, escalated when needed, resolved efficiently, and closed with empathy and accuracy.
• Watch for early signs of dissatisfaction and escalate concerns to the immediate supervisor.
• Partner with commercial, finance, supply chain, and other teams to resolve complaints quickly.
• Manage returns, credit/debit notes, and invoicing corrections as part of complaint closure.
• Encourage customers to use Coats digital tools and support their transition to self-service channels.
• Provide guidance and training on digital tools, answer usage questions, and coordinate troubleshooting with the relevant teams.
• Escalate process improvement opportunities to the supervisor.
• Actively promote Coats products and services to grow sales.
• Look for opportunities to expand share of business with current customers.
• Help customers choose the right thread for their application.
• Follow up on prospects and opportunities already identified.

Requirements

• Prior customer service experience is preferred.
• Strong customer focus and a results-driven mindset are important.
• Good communication, collaboration, interpersonal, and influencing skills are needed.
• A proactive, hands-on, and solution-oriented approach is expected.
• Ability to perform well in a competitive, demanding, and time-sensitive setting is required.
• Careful follow-through and attention to detail are essential.
• The candidate should handle customers with empathy, confidence, and a clear understanding of customer needs and pain points.
• A strong learning attitude and willingness to grow skills are important.
• Knowledge of Coats, its products, customer operations, and digital tools is an advantage.
• Awareness of current market regulations is desirable.
• Textile industry exposure is helpful where available.
• Problem-solving and analytical ability are preferred.
• Experience in sales or customer service is desirable.

Eligibility

Any graduate may apply. The role is suited to candidates who are customer-centric, target-oriented, and comfortable working in a fast-paced service environment.

Additional Information

The company emphasizes long-term career growth, a challenging international work environment, and a compensation approach intended to be competitive with the best in the market. The role also supports broader business objectives such as digital adoption, customer self-service, and improved service efficiency.