Assistant Manager, Customer Service

Germaxco Shipping Agencies Pte Ltd; Singapore; Hybrid; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Flexible work arrangements

Learning, training and career dev

Monthly wellbeing benefits

Medical and corporate insurance

Job summary

Germaxco Shipping Agencies Pte Ltd is seeking an Assistant Manager to support the Customer Service team in delivering smooth logistics operations and achieving KPIs. The role blends hands-on operations, team development and process improvements, with opportunities to lead digitalisation projects.

The successful candidate will guide and train the team, manage SOPs, and drive cross-functional initiatives using dashboards, automation and Microsoft 365 workflows, while handling escalations with

Qualifications

• Diploma/Degree or equivalent qualification in a relevant field.
• Minimum 4 years of experience in shipping, freight forwarding or supply chain operations.
• Experience guiding, training or coordinating team members.
• Strong analytical and problem-solving skills with a proactive, hands-on approach.
• Good communication and interpersonal skills.
• Proficient in Microsoft Office/Microsoft 365, with an interest in process improvement, automation and new technologies.
• Certification in Customs Declarant Test would be an advantage.

Responsibilities

• Support the management of Customer Service operations, ensuring effective team coordination and timely follow-up, while providing hands-on operational support where required.
• Monitor, analyse and achieve customer KPIs, identify performance gaps and drive improvement actions with the team.
• Manage weekly/monthly reporting, tracking and dashboards, with the initiative to improve, simplify or automate existing processes.
• Guide and develop team members through training, cross-training and coaching to strengthen operational consistency.
• Develop, review and maintain SOPs and workflows, identifying process gaps and implementing improvements to prevent operational errors and recurring non-conformances.
• Drive assigned projects and digitalisation initiatives, including dashboards, automation, bots and Microsoft 365/Teams workflows.
• Manage operational issues and customer escalations with ownership, sound judgement and timely follow-through.

Skills

Analytical skills

Problem solving

Communication

Interpersonal skills

MS Office

Education

Diploma/Degree

Tools

Microsoft 365

Excel

Job description

The Role:

The Assistant Manager supports the Customer Service team in delivering smooth logistics operations, achieving customer KPIs and continuously improving the way we work. The role combines hands‑on operations, team development and process improvement, with opportunities to take ownership of projects and digitalisation initiatives. We are looking for someone who believes in Germaxco’s Core Values and reflects them in how they work with others.

Benefits Summary:

• Flexible work arrangements, including hybrid working
• Learning, training and career development opportunities
• Monthly half-day and employee wellbeing benefits
• Medical and corporate insurance coverage

Main Responsibilities:

• Support the management of Customer Service operations, ensuring effective team coordination and timely follow-up, while providing hands‑on operational support where required.
• Monitor, analyse and achieve customer KPIs, identify performance gaps and drive improvement actions with the team.
• Manage weekly/monthly reporting, tracking and dashboards, with the initiative to improve, simplify or automate existing processes.
• Guide and develop team members through training, cross‑training and coaching to strengthen operational consistency.
• Develop, review and maintain SOPs and workflows, identifying process gaps and implementing improvements to prevent operational errors and recurring non‑conformances.
• Drive assigned projects and digitalisation initiatives, including dashboards, automation, bots and Microsoft 365/Teams workflows.
• Manage operational issues and customer escalations with ownership, sound judgement and timely follow-through.

Requirements:

• Diploma/Degree or equivalent qualification in a relevant field.
• Minimum 4 years of experience in shipping, freight forwarding or supply chain operations.
• Experience in guiding, training or coordinating team members, with the ability to support and develop the team.
• Strong analytical and problem‑solving skills with a proactive, hands‑on approach.
• Good communication and interpersonal skills.
• Proficient in Microsoft Office/Microsoft 365, with an interest in process improvement, automation and new technologies.
• Certification in Customs Declarant Test would be an advantage.