Customer Service Lead

• Oversee all customer service tasks, SOPs, and workflow processes to ensure efficiency and accuracy.
• Process customer orders and monitor them closely to ensure timely delivery.
• Monitor ETA/ETD for stock arrival and provide regular updates to customers, confirming delivery schedules.
• Prepare Delivery Orders (DO) and Invoices (INV), and ensure submission via portal or email for timely payment processing.
• Handle customer enquiries and coordinate with relevant departments to provide prompt and accurate responses.
• Handle customer complaints effectively and provide timely resolutions.
• Lead the customer service team, allocate and delegate tasks, and monitor team performance.
• Manage ad hoc tasks as assigned by manager/management to support business operations and customer service excellence.

Requirements:

• Minimum 5+ years experience in customer service, task-oriented/operational role (not call center).
• Strong leadership and team management skills.
• Excellent communication, coordination, and problem-solving abilities.
• Detail-oriented, organized, and able to manage multiple priorities simultaneously.

Preferred:

• Experience in order management, or related operational customer service.