Mô tả công việc
Complaint Handler
Location: Hung Yen
Coats is a world leader in thread manufacturing and structural components for apparel and footwear, as well as an innovative pioneer in performance materials. These critical solutions are used to create a wide range of products, including ones that provide safety and protection for people, data and the environment.
Trusted by the world's leading companies to deliver crucial, innovative, and sustainable solutions, we provide value‑adding products including apparel, footwear and speciality threads.
With a proud heritage dating back more than 250 years and a spirit of evolution to constantly stay ahead of changing market needs, we have operations across 50 countries with a workforce of over 17,000, serving our customers worldwide.
Role Purpose
- To ensure all customer complaints are responded to sales on time and effective verification for provisional and permanent corrective actions.
- Follow up returned goods from customer.
What you will do (Key Responsibilities)
Key accountability
- To ensure all customer complaints are responded to sales on time and effective verification for provisional and permanent corrective actions.
- To ensure all customer complaints in SAP QA are completed following SOP.
- Sending weekly and monthly QA reports on time.
Common accountability
Safety & Housekeeping
- Follow Company Health and Safety regulation.
- Ensure all accidents/incidents and near miss are reported immediately to QA Team Leader.
- Actively look for areas where safety can be improved and report to relevant people.
- Maintain standards for housekeeping.
Productivity / Quality
- Investigate and make judgment for customer complaints to assure proper response for all customers (APP, & FW) in time.
- Feedback result of customer complaint solving within 24 hours.
- Communicate with related departments about customer complaint information to ensure corrective actions are taken into effect.
- Ensure field “preventive action” of justified complaint is always filled.
- Follow up exchange of goods for customer, and special care in urgent case to help Sales satisfy customer.
- Work with Sales to identify areas where improvements are required.
- Build good relationships with key internal customers: Dye‑house, Finishing, Sales, FGWH.
- Ensuring 6S implementations.
- Ensuring all customer complaints (without exception) are processed via GCCS database, to reflect all production quality issues.
- Prepare reports as QA, Sales or customer requested.
- Other as requested by QA Supervisor.
Discipline
- Follow Company working hour regulation.
- Follow discipline SOP.
- Report to HR or relevant Manager any issue related Coats Ethics.
Who you are (Requirements)
- College graduate or above.
- At least 2 years working experience, better for textile field.
- Minimum 1-year working experience of customer service or complaint response.
- Strong experience in teamwork.
- Can work in high pressure.
- Ability to communicate in English.
At Coats Group, we are committed to innovation, excellence, and fostering a diverse and collaborative environment where every team member can thrive. If you are passionate about making an impact in the textile industry and eager to join a global leader with a rich heritage and a forward‑thinking approach, we invite you to take the next step in your career with us.
Apply now to be part of our dynamic team and help shape the future of textiles.
Yêu cầu kinh nghiệm
College graduate or above; at least 2 years working experience, preferably in textile; minimum 1 year customer service or complaint response experience; strong teamwork; ability to work under pressure; English communication.