Customer Service Representative USA

• Strong SAP knowledge and open to new tools
• Good English language skills (written and spoken)
• Ability to build and maintain strong relationships across the cluster and with customers as well
• Self-motivated, creative and dedicated
• A proactive and ‘can do’ problem solving approach
• Capable of working in a competitive, demanding and time-critical environment
• Proven ability to follow up thoroughly and in detail
• Commercial sense and strong customer orientation
• Available for afternoon work (3pm-11pm)

• Understanding Coats operations and wider business
• Knowledge and skills in online tools (CDMS/CCMS, NPI)
• Experience in sales or customer service
• Analytical skills
• Knowledge of textile

• Understand the ERP (SAP) system and operation procedures.
• Receive and process customer orders accurately and promptly, along with checking all details associated with the order and the system.
• Follow up with customers and communicate customers’ needs to the relevant department. Work with different departments in resolution of returns, invoicing adjustments and quality concerns.
• Review open and late orders daily and keep the customer and internal departments up to date.
• Maintain overall account knowledge, cross train with other CSR and admin to provide back up support to ensure customer satisfaction.
• Maintain and update the customers profile.

• Assist sales in obtaining new accounts and maintaining existing accounts. This includes being proactive and calling customers daily.
• Help in all stages of a customer complaint with the customer and internal department to resolve the issue. This includes the integrity of the ERP system as it relates to complaints and returns. Aid sales in keeping the customer informed at all times.

• Build a relationship with your key accounts, learn and understand what products your customers buy and sell.
• Receive and act with a high sense of urgency upon customer inquiries to service requests, product questions, complaints and resolving directly or as multi-function team.
• Coordinate shipments and tracking with Logistics when requested.

Coats is a world leader in thread manufacturing and structural components for apparel and footwear, as well as an innovative pioneer in performance materials. These critical solutions are used to create a wide range of products, including ones that provide safety and protection for people, data and the environment.

Trusted by the world's leading companies to deliver crucial, innovative, and sustainable solutions, we provide value-adding products including apparel, accessory and footwear threads, structural footwear components, fabrics, yarns and software applications.

With a proud heritage dating back more than 250 years and a spirit of evolution to constantly stay ahead of changing market needs, we have operations across some 50 countries with a workforce of over 17,000, serving our customers worldwide.

Headquarted in the UK, Coats connects talent, textiles, and technology, to make a better and more sustainable world.

Our Vision and Strategic Goals

Our vision is to be the global textiles leader and trusted partner delivering innovation, digital and sustainable solutions with lasting value to all stakeholders.

We have three strategic goals to work towards in order to achieve our vision.

•Profitable sales growth

•Continuing to strengthen the core

•Value creation

Our goals are underpinned by the following strategic enablers:

→Digital

To stay relevant, we recognise the need to evolve in new directions. This requires us to think ‘beyond the stitch line’ to collaborate with internal and external stakeholders, to repurpose our products into new areas and use machine learning and artificial intelligence to inform new ways of operating, fit for the digital age.

→Innovation

Innovation is at the heart of everything we do. We recognise that big, bold, game-changing ideas are crucial to our success.

We continue to accelerate our innovation credentials and solutions to deliver tailored customer solutions to meet their design requirements.

→Sustainability

Sustainability has long been at the core of how we do business and is a key driver of our strategic decisions. Our sustainability agenda is important to all our stakeholders. Not only does it give us a competitive advantage, but it also allows us to help our customers with their own sustainability agendas.

Visit our website: www.coats.com

*Coats is named one of the World's Best Workplaces™. This prestigious recognition is awarded annually by Fortune and Great Place To Work® to the top 25 companies that are committed to fostering exceptional workplace cultures.

https://coats.com/en/news/2023/11/worlds-best-workplaces