Customer Service Officer

Coats

Customer Service Officer delivering high quality service through managing customer inquiries and order fulfillment. Collaborating with teams to streamline operations and ensure customer satisfaction.

Posted 4/21/2026full-timeHorana • 🇱🇰 Sri LankaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ERPSFDC

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Minimum of 3 passes at GCE Advanced Level
Enrollment or partial qualification in CIM, SLIM, or a related professional marketing/business body preferred
Experience in a fast-paced Customer Service or Supply Chain environment is an advantage
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.
Excellent verbal and written communication skills to handle multi-channel customer inquiries professionally.

Benefits

Comp & perks

Comprehensive health insurance
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data accuracyorder fulfillmentdata managementtechnical supportquery resolutioncustomer complaints managementservice improvementbasic technical product specifications

Soft Skills

customer satisfactioncommunication skillsproblem-solvingcollaborationprofessionalism

Certifications

GCE Advanced LevelCIMSLIM