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Coats

Customer Services Officer

Coats

Customer Service Officer responsible for delivering high quality service at Coats. Managing queries, order processing, and issue resolution to ensure smooth customer experience.

Posted 6/10/2026full-timeHorana • 🇱🇰 Sri LankaMid-LevelSeniorWebsite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
data accuracyorder fulfillmentdata managementtechnical supportquery resolutioncustomer complaints managementsystem enhancementsdigital ordering toolsERP systemsCRM tools
Soft Skills
customer satisfactioncommunicationproblem-solvingcollaborationservice improvement
Tools & Technologies
SAPSalesforcee-commerce platformsMS Excel
Certifications & Qualifications
GCE Advanced LevelCIMSLIM
Industry Keywords
Customer ServiceSupply Chainproductionplanninglogistics

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 is 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.

Benefits

Comp & perks
  • Health insurance
  • Professional development opportunities