Customer Service Team Leader

About the role

Customer Service Team at Coats, a global leader in thread manufacturing, ensures timely and accurate order handling and issue resolution. The Team Leader supervises daily operations, drives process improvements, and mentors representatives to maintain high service quality. Madurai, India, on-site, with opportunities to influence cross‑functional collaboration and digital initiatives.

What you’ll do

• Supervise day‑to‑day service operations and ensure timely response to orders, queries, and complaints
• Act as first‑level escalation for customer issues and support resolution
• Identify and implement process improvement initiatives to boost efficiency and accuracy
• Track, analyze, and report service KPIs, recommending corrective actions
• Conduct training on SOPs, systems, and customer handling skills
• Mentor team members to strengthen communication and a customer‑first mindset
• Coordinate with Sales, Planning, Supply Chain, Finance, and Technology for smooth order execution
• Support governance, reporting, and compliance with internal audit requirements

What you’ll bring

• 5+ years customer service experience
• 2+ years supervisory or team lead role
• Strong operational focus and KPI analysis
• Excellent communication and stakeholder collaboration
• Graduate degree or higher

Education

Graduate degree