Customer Service Assistant Manager

People Profilers; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Manager to lead operations in a fast-paced environment. This role involves overseeing end-to-end order processing, managing customer inquiries, and ensuring timely resolution of issues. You will collaborate with various teams to enhance customer satisfaction and drive operational excellence. The ideal candidate will have a strong background in customer service management, excellent communication skills, and the ability to thrive under pressure. Join a forward-thinking company that values teamwork and offers a competitive remuneration package along with comprehensive benefits.

Qualifications

• 5-8 years in customer service and order management roles.
• 3+ years in a supervisory role within an MNC environment.

Responsibilities

• Oversee customer service operations and order processing workflows.
• Monitor delivery status and manage customer inquiries and complaints.

Skills

Customer Relationship Management

Communication Skills

Order Management

Problem-Solving

Time Management

Education

Degree or Diploma in Business

Degree or Diploma in Engineering

Tools

SAP

Microsoft Excel

Job description

• Oversee Customer Service Operations ie the end-to-end order processing workflow to ensure timely and accurate order fulfillment.
• Address customer inquiries, complaints, and escalations promptly, maintaining a professional and solutions-oriented approach.
• Monitor and track delivery status, ensuring customers are informed of progress and any delays, manage backorder follow-ups, ensuring timely resolution and customer communication.
• Review and approve customer discrepancies submissions such as claims and credit memos, within the SAP system.
• Collaborate with the warehouse and logistics teams to manage outbound order volumes and provide accurate forecasts for budgeting and manpower planning.
• Conduct regular meetings with customers, customer relationship and communication, internal staff, and cross-departmental teams to foster strong relationships and address issues.
• Monitor and follow up on overdue payments from customers, ensuring timely resolution and maintaining positive relationships.
• Travel to meet suppliers as necessary.
• Ensure compliance and performance reporting, including customer and end-user screening as required.
• Prepare annual sales forecasts and update quarterly revisions based on actual performance and market conditions.
• Monitor monthly sales expectations, analyze variances, and identify key factors affecting sales trends and volume.
• Prepare and present monthly KPI reports for management meetings, highlighting achievements, challenges, and areas for improvement.
• Approve staff leave requests through the system, ensuring adequate coverage and smooth operations.
• Set yearly and/or half-yearly goals with staff and conduct half-yearly appraisals.
• Team development & administration, set departmental objectives and establish key performance indicators (KPIs) for individual team members to align with company goals.
• Able to travel overseas on an ad-hoc basis for work-related purposes.

Requirements

• Degree or Diploma in Business, Engineering or any other related discipline.
• At least 5 to 8 years of relevant working experience in customer service, order management, and delivery management.
• Minimum 3 years experience in a supervisory or managerial role in customer service operations within an engineering-related, MNC environment.
• Excellent communication skills, both verbal and written, with a focus on customer relationship management.
• Ability to manage multiple priorities in a fast-paced environment.
• Knowledge of SAP is a plus, and proficiency in Microsoft Excel including functions such as VLOOKUP, PivotTables, and IF functions.

All successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

Please email your resume in a detailed Word format to [e-mail]

We regret that only shortlisted candidates will be notified.