Customer Service Leader | End-to-End Ops & Automation

Elitez Pte Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Elitez Pte Ltd in Singapore seeks a senior customer service leader to own the end-to-end journey from order placement to fulfilment and post-delivery support. You will collaborate with Sales, Warehouse, Logistics, and Finance to drive service quality and efficiency.

The role requires 8–10+ years in customer service with 3–5 years in a managerial position, managing a team of 10+. FMCG/food service experience preferred, with strong ERP and Excel skills.

Qualifications

• 8–10+ years of customer service experience with at least 3–5 years in a managerial role.
• Proven experience leading a team of 10+ employees in FMCG/food service.
• Strong stakeholder management, communication and problem-solving skills.
• Background in order management, high-volume service operations and process improvement.

Responsibilities

• Oversee end-to-end order management from receipt to fulfilment and post-delivery support.
• Resolve customer enquiries, complaints, returns and service issues promptly.
• Serve as the key escalation point for customers and internal stakeholders.
• Monitor customer satisfaction and service quality to maintain high standards.
• Review and streamline customer service workflows to improve efficiency.
• Identify opportunities for automation and digitalisation to reduce manual work.
• Establish, implement and maintain SOPs and service standards.
• Lead and develop a customer service team of 10+ employees.
• Manage workforce planning, rostering, and resource allocation.
• Collaborate with Sales, Warehouse, Logistics, Supply Chain, Procurement and Finance to ensure smooth order fulfilment.

Skills

Leadership

Stakeholder management

Customer service

Problem solving

Communication

Process improvement

Team building

Tools

SAP

Excel

Job description

Elitez Pte Ltd in Singapore seeks a senior customer service leader to own the end-to-end journey from order placement to fulfilment and post-delivery support. You will collaborate with Sales, Warehouse, Logistics, and Finance to drive service quality and efficiency.

The role requires 8–10+ years in customer service with 3–5 years in a managerial position, managing a team of 10+. FMCG/food service experience preferred, with strong ERP and Excel skills.