Customer Experience Lead & Team Coach (Order & Service)

Kalsec Asia Pacific Pte Ltd; Singapore; On-site; SGD 65,000 - 90,000; Full time

Job summary

Kalsec Asia Pacific Pte Ltd is seeking a working supervisor to lead the Customer Experience team, balancing people leadership with hands‑on responsibility for order entry and service execution for assigned key accounts.

This role coaches and supports the CE team, resolves production, delivery, and billing issues, and collaborates with Sales, Regulatory Affairs, Logistics and Planning to ensure compliant, high‑quality customer service.

Qualifications

• Bachelor's degree preferably in business or related discipline.
• Minimum of 3 years leadership/direct report experience, with 5-7 years related customer service experience.
• Experience working in an ERP.
• Minimum of 3 years working with Salesforce or similar software.
• Ability to navigate ambiguity, and make independent decisions in line with departmental processes.
• Effective organizational skills.
• Interpersonal skills, with a strong ability to communicate in written & verbal forms.
• Customer Focused (external & internal).
• Ability to succeed in a dynamic, fast-paced work environment.
• Ability to thrive in a cross-cultural work environment.
• Solution oriented.

Responsibilities

• Supervise designated employees in the Customer Experience Department and coach the CE team.
• Act as a liaison between customers and manufacturing, sales, logistics, and accounting to resolve issues.
• Recruit, hire, train, and retain talented CE team members.
• Provide dedicated service regarding orders, sample requests, documentation requests, returns, credits, complaints, and invoices.
• Support orders fulfillment by coordinating with cross-functional teams to meet external compliance and regulatory requirements.
• Maintain knowledge of competitors, customer segmentation, shipping requirements, and company strategies.
• Identify system/workflow/process improvements to enhance team efficiency.
• Support management in recalls or other customer communications.

Skills

Leadership

Customer service

Communication

Cross-cultural

Problem solving

Education

Bachelor's degree

Tools

ERP

Salesforce

Job description

Kalsec Asia Pacific Pte Ltd is seeking a working supervisor to lead the Customer Experience team, balancing people leadership with hands‑on responsibility for order entry and service execution for assigned key accounts.

This role coaches and supports the CE team, resolves production, delivery, and billing issues, and collaborates with Sales, Regulatory Affairs, Logistics and Planning to ensure compliant, high‑quality customer service.