Coats

Assistant Manager – Customer Service

Coats

full-time

Posted on:

Location Type: Office

Location: Madurai • 🇮🇳 India

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Job Level

Mid-LevelSenior

About the role

  • Supervise day-to-day operations ensuring timely response to orders, queries, and complaints.
  • Ensure team adherence to defined SOPs, policies, and quality standards.
  • Act as first-level escalation for customer issues and support resolution.
  • Identify and drive process improvement opportunities to improve efficiency and service accuracy.
  • Track and analyse service KPIs and recommend corrective actions.
  • Conduct regular training on SOPs, systems, and customer handling skills.
  • Mentor team members to strengthen communication, ownership, and customer-first mindset.
  • Coordinate with internal teams (Sales, Planning, Supply Chain, Finance, Technology) for smooth order execution.

Requirements

  • Minimum 5 years of experience in customer service, including at least 2 years in a supervisory or team lead role
  • Proven experience in managing day-to-day customer service or order management operations.
  • Strong operational and customer focus with good understanding of service processes and performance metrics.
  • Demonstrated ability to lead, coach, and motivate a small to mid-sized team.
  • Excellent communication and collaboration skills to work effectively with peers and stakeholders across functions (Sales, Planning, Supply Chain, Finance).
  • Ability to adapt to changing priorities and drive process improvements.
  • Sound analytical and problem-solving skills with a focus on service quality and efficiency.
  • Graduate degree and above
Benefits
  • Performance feedback
  • Proper training and guidance to Customer Service Representatives
  • Continuous improvement initiatives

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer serviceorder managementservice processesperformance metricsprocess improvementKPI analysisSOP adherencetrainingmentoring
Soft skills
leadershipcoachingcommunicationcollaborationproblem-solvinganalytical skillsadaptabilitycustomer-first mindsetownership
Certifications
graduate degree