Customer Service Manager | EST

Responsibilities

• Lead daily customer-service operations and service delivery.
• Manage end-to-end order management, from receipt through fulfilment and post-delivery support.
• Resolve customer enquiries, complaints, returns and service issues.
• Improve customer-service workflows and productivity.
• Identify automation and digitalisation opportunities.
• Develop and maintain SOPs.
• Manage workforce planning, rostering, leave and resource allocation.
• Drive team engagement, capability development and succession planning.
• Coordinate closely with Sales, Warehouse, Logistics, Supply Chain, Procurement and Finance.
• Act as the escalation point for customers and internal stakeholders.
• Analyse customer trends, demand patterns and service performance.

Requirements

• Minimum 8–10 years of customer service experience.
• At least 3–5 years in a managerial/team leadership role.
• Proven experience managing 10+ employees.
• Experience in FMCG, Food Service, Distribution or Retail Supply Chain is highly preferred.
• Strong leadership and stakeholder-management skills.
• Experience with SAP or similar ERP systems.
• Proficient in Excel and reporting tools.
• Comfortable working in a high-volume operational environment.
• Must be willing to travel between Tuas and One-North as required.

We regret to inform you that only shortlisted candidates will be notified. All applications will be treated with the strictest confidence.

Elitez Pte Ltd | EA License: 16C8004
Samuel Tan Zihui | Registration No: R25126753