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

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data accuracyorder fulfillmentdata managementtechnical supportquery resolutioncustomer complaints managementsystem enhancementsdigital ordering toolsERP systemsCRM tools

Soft Skills

customer satisfactioncommunicationproblem-solvingcollaborationservice improvement

Certifications

GCE Advanced LevelCIMSLIM