Customer Experience Officer

Role Purpose
- Take responsibility for the entire journey of the customer when dealing with Coats. Be the single point of contact for the customer from the point of receiving the order to the goods being invoiced.
- Ensure a seamless interaction with the customer across a multitude of channels and platforms whilst coordinating with all internal stakeholders such as planning, warehouse and distribution and so on, in order to keep fine-tuning and improving the overall customer experience.
- Proactively manage the business process on behalf of the customer to ensure there are no delays caused by the internal process regarding, documentation, packaging and billing requirements.
- Maximize the sales to customers with the help of pull forwards, proactive upselling and product substitutions.
- Build relationships with the customer to gather insight into forecasting, buying trends and stock levels in order to participate in the demand planning process for the customers.
Principal Accountabilities and Key Activities
- Handle sales orders as per company policies, procedures and sales contracts with customers:
• Receive and input orders into system (non- eComm orders)
• Contact the customer and confirm orders (non-eComm orders)
• Follow-up and control the open bulk orders
• Promote pull forward offers to customers when advised on any promotions by the Commercial Directors.
- Handle customer requests related to orders
• Follow up urgent order requests
• Handle enquiry of order status including late orders
• Handle goods replacement as necessary
- Deal with sample/DTM requirements of customers:
• Receive and input sample orders into WBA or SAP (non-WBA sample orders by customers)
• Contact the customer and confirm orders
• Follow-up and control the open sample orders
- Handle customer complaints including quality complaints and non-quality complaints
• Receive complaint information, get the sample and input information into SAP
• Work with relevant Dept. to investigate the complaint and find the solution
• Handle exchange goods/compensation if any and communicate the findings and solution to the customer.
• Work with relevant departments to stop issues from recurring.
- Training eComm/ WBA for new customers/new users
- Handle customer requests related to technical
• Thread selection advisory.
• Technical guidance (Coats online tools)
- Maintain good communication with related functions to achieve good support for Customer Experience Officer (CXO) activities:
• Planning & Production : production order processing
• Sales: customer relations, customer complaints and sales policy
• CO: credit status of customers
• QA: QA - QC process/ customer complaints
• TAS department: Technical knowledge/ customer complaints
• FGWH: delivery/ non-quality complaints
• Lab: sample & DTM
Do other tasks as assigned by Line Manager