About the role
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
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