Customer Service Manager

Location: One North / Tuas, Singapore
Industry: FMCG / Food Services
Employment Type: Full-Time

About the role

Join a leading FMCG / Food Service organisation in Singapore and take ownership of the customer service function, ensuring a seamless journey from order placement to fulfilment and post-delivery support. You'll work closely with Sales, Warehouse, Logistics, Supply Chain, Procurement and Finance to improve operational efficiency, strengthen service quality and deliver an exceptional customer experience.

Key responsibilities

• Oversee end-to-end order management from order receipt through fulfilment and post-delivery support
• Ensure timely and effective resolution of customer enquiries, complaints, returns and service issues
• Act as the key escalation point for customers and internal stakeholders
• Monitor customer satisfaction and service quality to ensure consistently high standards
• Review and streamline customer service workflows to improve efficiency, productivity and service delivery
• Identify opportunities for automation and digitalisation to reduce manual processes and enhance the customer experience
• Establish, implement and maintain SOPs and service standards across the customer service function
• Lead and develop a customer service team of 10+ employees
• Manage workforce planning, rostering, leave scheduling and resource allocation
• Work closely with Sales, Warehouse, Logistics, Supply Chain, Procurement and Finance to ensure smooth order fulfilment

Requirements

• 8–10+ years of customer service experience, with at least 3–5 years in a managerial or team leadership position
• Proven experience managing a customer service team of 10 or more employees
• Background in FMCG, Food Service, Distribution, Retail Supply Chain or related industries is highly preferred
• Strong experience in order management and high-volume customer service operations
• Excellent people leadership and team development skills
• Strong stakeholder management and communication capabilities
• Excellent problem-solving, decision-making and escalation management skills
• Experience using ERP systems such as SAP or similar platforms
• Strong proficiency in Microsoft Excel and reporting tools
• A process-oriented mindset with experience driving continuous improvement, automation or digitalisation