Customer Service Manager

Customer Service Manager at an Electronics Manufacturing Company in Singapore — Job Responsibilities

1. Customer Relationship Management (CRM)

Responsible for maintaining relationships with key accounts

Serve as the primary point of contact for clients and handle day-to-day communications

Hold regular meetings with clients to understand their needs and gather feedback

Handle major client complaints and issue escalations

2. Order Management

Manage customer purchase orders (POs)

Track order progress, delivery dates, and shipping arrangements

Coordinate production schedules to ensure on-time delivery

Handle order changes, such as:

Rush orders (Pull-in)

Postponed orders (Push-out)

Order cancellations

Quantity adjustments

3. Cross-Departmental Coordination

Collaborate with the following departments:

Production Department

Confirm production capacity

Track production progress

Planning Department

Manage delivery schedules

Quality Department

Handle quality issues

Follow up on 8D reports and RMA return analyses

Logistics Department

Arrange shipments

Track shipping documents

Sales Department

Support customer needs and business growth

4. Handling Customer Complaints and Quality Issues

Receive customer quality complaints

Coordinate with engineering and quality teams to analyze root causes

Drive improvement initiatives

Provide formal response reports to customers (e.g., 8D reports)

5. Team Management

At the manager level, responsibilities include:

Manage the customer service specialist team

Assign tasks

Train employees

Set KPIs

Evaluate employee performance

Optimize customer service processes

6. Data Analysis and Reporting

Prepare monthly customer service reports

Analyze:

OTIF (On-Time In-Full)

Backlog of orders

Customer satisfaction

Number of complaints

Shipment fulfillment rate

Report improvement plans to management

7. System Operations

Commonly used systems:

SAP ERP (SD module)

Oracle

MES (Manufacturing Execution System)

CRM system

Excel report analysis

Pay: $2,742.55 - $8,411.67 per month

Benefits:

• Cell phone reimbursement
• Company car
• Dental insurance
• Employee assistance programme
• Employee discount
• Food allowance
• Food provided
• Free parking
• Gym membership
• Health insurance
• Parental leave
• Professional development
• Promotion to permanent employee
• Vision insurance

Work Location: In person