Customer Service Lead

Role Summary

We are looking for an experienced and customer focused professional to manage day to day customer service and sales support activities, including order processing, rental inventory management, delivery coordination, invoicing, customer enquiries and team supervision. The role works closely with customers and internal teams to ensure orders, garment requirements, laundry schedules and service issues are managed accurately and on time.

The ideal candidate is highly organized, detail-oriented and able to manage multiple operational priorities while maintaining strong customer relationships and service standards.

Key Responsibilities

1. Customer Order & Delivery Management

• Process customer orders accurately and monitor order status to ensure timely delivery
• Coordinate with relevant internal departments to ensure customer requirements and delivery commitments are met
• Monitor ETA/ETD for incoming stock and provide timely updates to customers about delivery schedules for end-of-life (EOL)/damaged garments
• Coordinate and confirm delivery schedules for new, replacement, EOL and damaged garments

2. Rental Inventory & Garment Management

• Monitor customer rental inventory levels and ensure sufficient garment availability based on agreed buffer requirements
• Prepare replacements for EOL, damaged or rejected garments
• Raise order requisitions for inventory top ups and new garment requirements based on customer rental buffer planning
• Monitor garment usage and rejection trends and highlight significant issues or abnormal rejection rates to customers and relevant internal teams
• Coordinate customer laundry schedules to ensure smooth and uninterrupted service

3. Customer Service & Coordination

• Serve as a key point of contact for customer enquiries and operational matters
• Handle customer enquiries promptly and coordinate with relevant departments to provide accurate information and solutions
• Manage customer complaints professionally, investigate issues with internal teams and ensure timely resolution and follow-up
• Maintain regular communication with customers regarding orders, deliveries, garment availability and service related matters
• Support strong customer relationships by ensuring consistent and reliable service

4. Documentation & Billing Support

• Prepare Delivery Orders (DO) and Invoices (INV) accurately and on time
• Submit invoices and supporting documents through customer portals or email according to customer requirements
• Follow up on documentation issues that may affect invoice processing or payment
• Maintain accurate customer, order, delivery and garment related records

5. New Customer Setup & General Support

• Set up and maintain customer profiles and garment handling information for new customers
• Ensure relevant customer information and handling requirements are communicated to the appropriate internal departments
• Support new customer onboarding and operational implementation where required
• Prepare operational reports or updates as required by management
• Perform other duties and ad hoc assignments as assigned by the Manager/Management to support business operations and service excellence

6. Team Supervision & Development

• Supervise and guide the customer service team in managing daily operational activities
• Monitor team performance and ensure compliance with established procedures and service standards
• Support the Manager in setting team priorities, resolving operational challenges, and improving work processes

Job Requirements

• Diploma  in Business Administration, Customer Service, Supply Chain, Operations or a related field
• Minimum three (3) years of relevant experience in customer service, sales support, account servicing, order management or a task-oriented operational environment
• Experience in laundry services, garment rental, manufacturing, cleanroom, healthcare or other service-based industries would be an advantage
• Strong customer service and relationship management skills
• Good leadership and team coordination skills
• Excellent communication, coordination and problem-solving abilities
• Able to manage multiple priorities, deadlines and customer requirements simultaneously
• Proficient in Microsoft Office and comfortable working with ERP, order management or customer portal systems
• Able to work independently while collaborating effectively with cross functional teams