Associate Manager, Customer Services

Coats

Associate Manager overseeing Customer Service Officers in a global thread manufacturing company. Responsible for customer satisfaction, account management, and digital integration support.

Posted 7/14/2026full-timeHorana • 🇱🇰 Sri LankaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer accounts and leading teams to ensure high service quality and client satisfaction. Proficient in utilizing digital platforms and tools to enhance customer service delivery and optimize performance metrics.

Highest-signal resume keywords

Customer Service ManagementTeam LeadershipDigital Platform IntegrationStakeholder Relationship ManagementData Analysis and Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementSales ManagementCustomer Relationship ManagementDigital Tools ProficiencyERP Systems Exposure

Soft Skills

People ManagementCoachingNegotiationProblem-SolvingInfluencing

Tools & Technologies

Digital PlatformsShopCoatsCustomer-Facing Tools

Industry Keywords

Customer SatisfactionClient RetentionCredit ControlPerformance MetricsClient Onboarding

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

To manage and support the Customer Service Officers in order to ensure the maintenance of high service quality, while directly managing an assigned portfolio of key accounts.
Lead and mentor a team of Customer Service Relationship Officers, ensuring high-quality service delivery.
Oversee the management of customer accounts to ensure satisfaction, loyalty, and retention.
Build and maintain strong relationships with senior stakeholders and decision-makers.
Resolve complex customer issues and escalate appropriately when required.
Support the credit control and sales teams by managing credit notes and resolving payment disputes.
Prepare and present reports on key account performance and customer service metrics to the CC & DI Manager.
Work closely with clients to understand their digital needs and ensure seamless integration of digital tools.
Coordinate with internal technical teams to implement digital solutions effectively.
Monitor and optimize digital integration processes to meet agreed performance standards.
Conduct regular client reviews to assess digital solution effectiveness and recommend improvements.
Manage onboarding of new clients, including the introduction of digital platforms (e.g., ShopCoats) and tools.
Provide training and support to customers on digital systems and processes.
Collaborate with customer support teams to resolve post-integration challenges and sustain client satisfaction.

Requirements

What you’ll need

Possess a Bachelor’s Degree in Business Management, Marketing, Supply Chain, IT, or a related field.
Bring 5+ years of robust experience in Sales, Customer Service, Account Management, or Client Relations.
Demonstrate strong people management, coaching, negotiation, and problem-solving abilities.
Show solid exposure to digital platforms, ERP systems, or customer-facing digital tools.
Possess the ability to build trust, influence senior stakeholders, and foster team camaraderie.
At least 2 years of experience in a dedicated supervisory or leadership role.
Ability to analyze and arrange complex data in published organizational reports (e.g., Open Order report, SLOB report, Expired Contract report).

Benefits

Comp & perks

Professional development opportunities