Position Title: Manager, Customer Service (People manager)

Role Purpose:

This role is responsible and accountable for all activities of the Customer Service Team of a given country, including but not limited to overseeing, leading, inspiring and supporting the team to ensure they are customer-focused and ready to deliver timely and accurate responses and services within the established policies and procedures.

This role is also responsible for building a world class customer service team while planning, coordinating, governing and measuring the activities and performance of the customer service in alignment with the shared vision, strategy and goals of customer service function globally.

Accountability for identifying and leading process improvement plans, converting opportunities into sales and rolling out best practices for stronger, sustainable and profitable growth for Coats also lies with this role. The incumbent of this role will also be part of the country/cluster commercial leadership team.

Principal Accountabilities and Key Activities:

- Build and lead a world class Customer Service Team

- Provide leadership and support in the day to day operations of the Customer Service Team

- Ensure necessary resources and tools are available for quality and timely customer service delivery

- Take the lead to manage complex and serious customer service issues

- Empower the customer service team to take decisions on their own

- Guide the customer service team to leverage customer interactions/support into sales opportunities

- Be the Customer Service Excellence Ambassador

- Consult internal teams (e.g. commercial, operations, finance) and even big customers to identify areas of improvement to further improve quality of service, efficiency and effectiveness

- Implement the established global vision and strategies of customer service function

- Co-develop, define, communicate and implement new and existing customer service policies, procedures and best practices

- Support customer service projects and initiatives to implement growth strategies

- Develop KPIs in alignment with the global shared goals of customer service function

- Evaluate and performance manage staff in accordance to the established competency framework and shared goals

- Responsible for delivering the agreed annual sales targets/budget for the customer service team

- Build capability and consistency of the team by identifying and addressing staff training and coaching/mentoring needs

- Plan, prioritize and delegate work tasks to ensure proper functioning of the customer service team

- Drive engagement, motivation and recognition within the team to build accountability to achieve their goals

- Keep abreast of the latest customer handling techniques and approaches

- Encourage and engage the Customer Services Team to develop a growth mindset

- Build and maintain key customer relationship

- Manage day to day activities of strategic key customers