Officer, Customer Service

Coats, a leading company in thread manufacturing and performance materials, is seeking a Customer Service Officer in Horana, Western Province, Sri Lanka. The role involves managing daily customer queries, processing orders, and resolving issues to ensure a high standard of service. Key responsibilities include overseeing the order fulfillment process using SAP and e-commerce platforms, maintaining data accuracy, and providing support through digital and voice channels. The officer will also monitor potential order failures and collaborate with Production, Planning, and Logistics teams to enhance the customer experience. Proficiency in Salesforce (SFDC) for managing complaints and service records is required. The position is suitable for individuals who are detail-oriented and possess strong communication skills. While the advert does not specify the employment type, it emphasizes the importance of a smooth customer experience and the adoption of digital tools. Candidates should be prepared to engage with various teams and contribute to continuous improvement efforts within the customer service function.