APAC Customer Service Team Lead - Order & Ops

VAT Group; Singapore; On-site; SGD 85,000 - 110,000; Full time

Job summary

VAT Group in Singapore seeks an experienced leader to oversee Sales Operations and Customer Service with a focus on order management and cross-functional collaboration across Singapore and Malaysia. You will drive KPI achievement, improve order accuracy, and coordinate with Sales, Supply Chain, and Finance to ensure timely customer fulfillment.

The role requires strong leadership, analytical thinking, and the ability to manage multiple priorities in a fast-paced environment.

Qualifications

• Proven leadership and mentoring abilities.
• Strong communication and cross-functional collaboration.
• Ability to manage multiple priorities in a fast-paced environment.
• Understanding of Sales Operations and Supply Chain processes is an advantage.

Responsibilities

• Deliver professional, responsive, and customer-focused support across all order channels, including email, phone, customer portals, and fax, using the Order Management System.
• Manage the full order lifecycle, including order entry, monitoring, amendments, consignment programs, backlog control, and compliance with customer requirements.
• Oversee consignment inventory management, ensuring accurate tracking, timely replenishment, and alignment with customer demand while minimizing discrepancies.
• Lead and optimize Customer Service Specialist team performance to ensure high productivity, operational efficiency, and effective resource utilization.
• Monitor and analyze workload distribution, order volumes, and process complexity to ensure balanced capacity planning and operational effectiveness, including mailbox governance where applicable.
• Review and adjust account ownership and support coverage periodically to align with business priorities and ensure balanced workload distribution.
• Lead, coach, and develop the Customer Service Specialist team located in Singapore and Malaysia to drive accuracy, agility, accountability, and service excellence.
• Drive a performance-driven culture by ensuring consistent adherence to KPIs, SLAs, and Customer Service Excellence initiatives.
• Demonstrate operational flexibility to support peak periods, critical issues, and extended coverage requirements when needed.

Skills

Team leadership

Order management

Customer service focus

Cross-functional collaboration

Analytical skills

Communication skills

Tools

Order Management System

Job description

VAT Group in Singapore seeks an experienced leader to oversee Sales Operations and Customer Service with a focus on order management and cross-functional collaboration across Singapore and Malaysia. You will drive KPI achievement, improve order accuracy, and coordinate with Sales, Supply Chain, and Finance to ensure timely customer fulfillment.

The role requires strong leadership, analytical thinking, and the ability to manage multiple priorities in a fast-paced environment.