Sales Operations & Customer Service Manager

About the role

Acts as the operational backbone of the commercial organization, with overall accountability for the Sales Admin team and its day-to-day execution of order-to-delivery, sales data upload, customer portal invoicing, export documentation, AR follow-up support, and customer service workflows. The role ensures clear task ownership, deputy coverage, process discipline, and timely escalation across domestic Off-Premise and On-Premise customers, beverage distributors in Singapore and ASEAN, and global export customers. This includes ensuring the van sales channel for domestic business runs with strong route discipline, outlet coverage, stock control, and field execution support. As the company embarks on SAP implementation, the role will also serve as the key Sales & Marketing representative and business lead for the van sales module, ensuring operational requirements, user needs, process design, testing, training, and adoption are properly represented and embedded.

Key responsibilities

• Manage and provide day-to-day oversight of the Sales Admin team, ensuring smooth handling of customer enquiries, sales orders, tax invoices, delivery coordination, warehouse liaison, and orders received via customer portals, email, fax, WhatsApp, walk-in, and call-in channels
• Ensure order accuracy, on-time-in-full (OTIF) performance, and timely resolution of order and delivery exceptions
• Oversee the export business ordering process and delivery handling through the Sales Admin team, ensuring export customer orders are processed accurately, delivery requirements are coordinated with warehouse/logistics, and shipment-related issues are followed through to resolution
• Ensure adequate backup and deputy coverage within the team so that order processing, invoicing, e-invoicing, shipping documentation, and customer service activities continue without disruption during staff absence or peak workload periods
• Oversee day-to-day van sales operations through the supervisors and representatives including route planning, coverage discipline, daily deployment, outlet service levels, and field issue resolution
• Coordinate stock allocation, van inventory controls, fleet usage, and delivery readiness to support on-time service and profitable SKU execution in the van sales channel
• Lead the van sales module workstream for SAP implementation as the Sales & Marketing business representative, translating field sales requirements into system design, validating workflows, coordinating user acceptance testing, and supporting go-live adoption across van sales users
• Design and maintain service-level KPI tracking across customers, beverage distributors, and export customers
• Conduct regular customer and distributor satisfaction reviews, reporting findings to Head of Sales & Marketing
• Build and maintain dashboards and reports on order fulfillment, service levels, and distributor performance for leadership review

Requirements

• Bachelor's degree in Business, Supply Chain, or a related field
• 5+ years in sales operations, customer service, or order management, ideally within FMCG
• Strong analytical and process orientation
• Hands-on coordination of order fulfillment, route operations, inventory control, and customer service workflows
• Excellent stakeholder management across internal teams and external distributor/customer parties
• Ability to represent Sales & Marketing business requirements in system implementation projects, including SAP van sales module design, testing, training, and change adoption