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Customer Service Manager

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

About the Role

This role is responsible for overseeing daily customer service operations, ensuring excellent service delivery, optimizing order management processes, and driving continuous improvement initiatives across the customer journey.

The ideal candidate is a strong people leader with experience managing sizeable customer service teams in a B2B FMCG, Food Service, or Distribution environment. You will work closely with Sales, Warehouse, Logistics, Procurement, Finance, and Commercial teams to ensure seamless order fulfilment and exceptional customer experience.

Key Responsibilities

• Oversee end-to-end order management processes from order receipt to fulfilment and post-delivery support.
• Ensure prompt resolution of customer enquiries, complaints, returns, and service issues.
• Maintain high standards of customer satisfaction and service quality.
• Review and streamline customer service workflows to improve efficiency and productivity.
• Identify automation and digitalization opportunities to enhance customer experience and reduce manual processes.
• Establish standard operating procedures (SOPs) and ensure compliance across the team.
• Manage workforce planning, rostering, leave scheduling, and resource allocation to ensure operational coverage.
• Drive employee engagement, capability building, and succession planning within the team.
• Drive achievement of departmental service goals and business objectives.

Pay: $5,000.00 - $7,000.00 per month

Work Location: In person