Customer Service Manager

ASUS; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

ASUS is seeking an Assistant Customer Service Manager to lead the APAC regional operations team. You will drive order/logistics management, customer service excellence, and cross-functional collaboration across the region.

The role focuses on process improvements, policy development, and building a high-performing, cohesive team with a strong emphasis on timely payments and operational compliance.

Qualifications

• Bachelor’s degree in business administration, logistics, or related field.
• 5–8 years in customer service, operations, or logistics.
• At least 3 years in team leadership/people management.
• In-depth knowledge of international trade and logistics processes (Import/Export).
• Strong coaching, risk awareness, and decision-making abilities.

Responsibilities

• Lead the APAC regional operations team to ensure smooth order and logistics management.
• Drive customer service standards and build strong relationships with customers and stakeholders.
• Maintain compliance with company policies, controls, and procedures across the region.
• Foster cross-functional collaboration with multiple departments to resolve issues.
• Develop regional policies, plans, and operational strategies aligned with sales goals.
• Promote a positive culture and motivate the team to achieve performance targets.
• Manage regional collections and drive timely payments with stakeholders.
• Identify gaps and drive SOPs and process improvements for efficiency.
• Coach and develop team members and provide ongoing support.
• Support talent acquisition activities including candidate sourcing and interviews.

Skills

Regional operations leadership

Customer service excellence

Logistics and order management

Cross-functional collaboration

Process improvement

Team development & coaching

Talent acquisition support

Risk awareness

Resource planning

Change management

Education

Bachelor’s degree in business/related field

Job description

We are looking for a dynamic and experienced Assistant Customer Service Manager to lead our regional operations team across APAC. This role will drive operational excellence, customer satisfaction, cross-functional collaboration, and continuous process improvement while supporting the business in achieving its regional goals.

Key Responsibilities

• Lead Regional Operations: Oversee the APAC operational team, ensuring smooth and efficient order and logistics management.
• Drive Customer Excellence: Ensure customer service standards consistently meet company requirements while building strong relationships with customers and stakeholders.
• Ensure Compliance: Maintain operational compliance with company policies, controls, and procedures across the region.
• Foster Cross-Functional Collaboration: Coordinate and communicate effectively with different departments to ensure seamless business operations and timely resolution of issues.
• Develop Strategies: Establish policies, plans, and operational strategies aligned with sales and territory requirements.
• Build a Positive Culture: Promote company values and foster a positive, collaborative workplace that motivates the team and drives performance.
• Manage Collections: Prepare and analyse regional outstanding payments and work closely with relevant stakeholders to drive timely payment collection.
• Improve Processes: Identify operational gaps and team challenges, develop SOPs, and implement process improvements to enhance efficiency and support business objectives.
• Coach & Develop: Provide training, guidance, and ongoing support to team members and key stakeholders to strengthen capabilities and performance.
• Support Talent Acquisition: Partner with HR on recruitment activities, including candidate sourcing, interviews, and selection.
• Drive Continuous Improvement: Proactively identify opportunities to enhance policies, processes, and service delivery across the region.

Requirements

• Bachelor’s degree in business administration, logistics management, or a related discipline.
• 5–8 years of relevant experience in customer service, operations, logistics, or a related field.
• At least 3 years of experience in team management or people leadership.
• Strong knowledge and understanding of international trade and logistics processes (Import/Export).
• Strong coaching and team-building skills, with the ability to develop team members and foster a stable, collaborative, and high-performing team.
• Strong business acumen and risk awareness, with the ability to assess business situations and make sound decisions.
• Highly resilient and adaptable, with the ability to manage pressure and respond quickly and effectively to urgent issues.
• Strong resource management and prioritisation skills, with the ability to allocate resources effectively to maximize team productivity and business outcomes.