Customer Service Representative – Textile Industry

Job Summary

The Customer Service Representative (CSR) is responsible for delivering exceptional service to clients by managing orders, resolving complaints, providing product information, and supporting sales teams. This role requires a solid understanding of textile products, industry standards, and customer management in a manufacturing or wholesale environment.

• Customer Interaction & Relationship Management
  • Serve as the primary point of contact for customers, ensuring all inquiries and concerns are addressed promptly and professionally.
  • Build and maintain strong client relationships to promote customer loyalty and retention.
  • Handle incoming calls, emails, and messages regarding product inquiries, order status, pricing, and delivery timelines.
• Order Management
  • Process customer orders using the company’s ERP system.
  • Coordinate with production, logistics, and inventory teams to ensure timely order fulfillment.
  • Monitor order progress and provide updates to customers.
  • Address customer complaints or quality issues in a timely and efficient manner.
  • Liaise with quality control and production teams to resolve product-related concerns.
  • Issue returns, credits, or replacements as necessary.
• Product Knowledge
  • Maintain up-to-date knowledge of textile products, including fabric types, applications, finishes, and specifications.
  • Assist customers in selecting appropriate products based on their needs.
• Documentation & Reporting
  • Maintain accurate records of customer interactions, orders, and complaints.
  • Prepare regular reports on customer satisfaction, trends, and feedback for management.
• Coordination with Internal Teams
  • Work closely with the sales team to support business development efforts.
  • Collaborate with production and logistics to ensure customer requirements are met.

• High school diploma or equivalent (Bachelor’s degree preferred).
• 2+ years of customer service experience, preferably in the textile, apparel, or manufacturing sectors.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with a customer-centric mindset.
• Knowledge of textile materials and industry practices.
• Proficiency in Microsoft Office and ERP/CRM systems.
• Ability to multitask and handle pressure in a fast-paced environment.

• Office-based role, with occasional visits to the production floor.
• Standard working hours with flexibility to meet urgent client needs.