Customer Service Officer

Officer, Customer Service      

Location: Horana, Sri Lanka.

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, footwear and specialty threads.

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 50 countries with a workforce of over 17,000, serving our customers worldwide.

Role Purpose:

The Customer Service Officer is responsible for delivering high quality service to all assigned customers by managing day-to-day queries, order processing, and issue resolution in line with company service standards.

This role supports the wider Customer Service team by maintaining accurate information, providing timely communication, and ensuring a smooth customer experience.

What you will do:

• Oversee the end-to-end order fulfillment process via SAP and e-commerce platforms, ensuring 100% data accuracy and fast turnaround.
• Serve as the primary point of contact across digital and voice channels, providing professional technical support and query resolution.
• Proactively monitor potential order failures and coordinate immediate solutions to maintain high customer satisfaction.
• Work closely with Production, Planning, and Logistics teams to streamline the flow of goods to the customer.
• Drive the adoption of digital ordering tools and provide feedback for system enhancements.
• Manage customer complaints and service records through Salesforce (SFDC) to ensure continuous service improvement.

Who you are:

Education & Experience

• Minimum of 3 passes at GCE Advanced Level.
• Enrollment or partial qualification in CIM, SLIM, or a related professional marketing/business body is preferred.
• Experience in a fast-paced Customer Service or Supply Chain environment is an advantage.

Technical Competencies

• Strong command of MS Excel for data management; experience with ERP systems (like SAP) or CRM tools (like Salesforce) is a plus.
• Ability to understand and communicate basic technical product specifications to customers.

Behavioral Fit

• A strong "customer-first" orientation with a focus on commercial outcomes.
• Highly capable of managing time-critical tasks in a high-pressure, manufacturing-linked environment.
• Excellent verbal and written communication skills to handle multi-channel customer inquiries professionally.

At Coats Group, we are committed to innovation, excellence, and fostering a diverse and collaborative environment where every team member can thrive. If you are passionate about making an impact in the textile industry and eager to join a global leader with a rich heritage and a forward-thinking approach, we invite you to take the next step in your career with us. 

Apply now to be part of our dynamic team and help shape the future of textiles.