Customer Service Manager – Food Trading (Singapore Market Support)

Wilmar International; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

Wilmar International recherche un Leader d'Équipe en Service Client pour gérer une équipe de représentants soutenant le marché de Singapour. Le rôle implique la gestion des commandes, l'établissement de relations avec les clients et la collaboration avec des équipes transversales. Le candidat idéal possède 2-3 ans d'expérience dans le service clientèle B2B et parle couramment l'anglais et le mandarin. Ce poste nécessite une forte capacité de leadership et une expertise dans l'optimisation des processus.

Qualifications

• Minimum 2-3 ans d'expérience dans un rôle de service client, de préférence dans le secteur B2B.
• Fluency in English and Mandarin (verbal and written).

Responsibilities

• Lead, train, and manage a team of customer service representatives supporting the Singapore market.
• Prepare and send quotations to Singapore customers based on approved price lists or sales guidelines.
• Oversee end-to-end order processing: receive, verify, and input orders into the ERP system.
• Use HAVI system to access stock availability in Singapore.
• Act as the main escalation point for any delivery issues.
• Build and maintain professional relationships with key customer accounts in Singapore.

Skills

Leadership

Gestion de la relation client

Fluent in English

Fluent in Mandarin

Job description

Key Responsibilities:

1. Customer Service Team Leadership (Malaysia)

• Lead, train, and manage a team of customer service representatives supporting the Singapore market.
• Establish clear performance goals and KPIs; monitor service levels and team output.

2. Quotation Management

• Prepare and send quotations to Singapore customers based on approved price lists or sales guidelines.
• Work closely with the sales/commercial team to ensure quotes are accurate, aligned with commercial policies, and tailored to customer requirements.

3. Order Management for Singapore Customers

• Oversee end-to-end order processing: receive, verify, and input orders into the ERP system.
• Ensure accurate and timely confirmation of orders to customers.
• Track fulfillment and coordinate any changes with the Singapore operations team.

4. Inventory Monitoring (Singapore Stock)

• Use HAVI system to access stock availability in Singapore.
• Communicate product availability, shortages, or substitutions to customers promptly and suggest:
• Alternative products
• Partial fulfilment options
• Estimated restock timelines
• Notify the procurement team when critical items are out of stock and need urgent replenishment.

5. Issue Resolution: Short Supply, Damage, Returns & Exchanges

• Act as the main escalation point for any delivery issues including:
• Short supply (partial delivery or out-of-stock items)
• Damaged or defective goods
• Customer returns or product exchanges
• Other, if any

6. Customer Relationship Management

• Act as a point of escalation for customer issues and complaints.
• Build and maintain professional relationships with key customer accounts in Singapore (F&B businesses, distributors, food service companies).
• Ensure proactive communication with customers regarding order status, delays, or special requests.

7. Cross-Functional Collaboration

• Liaise daily with Singapore-based teams: operations, logistics, finance, and sales to resolve customer-related matters.
• Coordinate with the sales team to ensure alignment on pricing, product details, and service commitments.
• Relay customer feedback and service issues to improve internal processes.

8. Process Optimization & Reporting

• Continuously review and improve internal customer service workflows to increase accuracy and reduce turnaround time.
• Identify system or process gaps and propose automation or standardization improvements.
• Prepare regular reports on order fulfillment, customer feedback, and service KPIs.

9. Other (Ad hoc) responsibilities

Requirements:

• Minimum 2-3 years of experience in a customer service role, preferably in the B2B sector.
• Fluency in English and Mandarin (verbal and written).