Customer Service Manager

ASUS GLOBAL PTE. LTD.; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

ASUS GLOBAL PTE. LTD. invites an experienced Assistant Customer Service Manager to lead its APAC regional operations. You will oversee the regional team, drive customer satisfaction, and coordinate cross-functional efforts to align with sales goals.

You will coach and develop talent, manage collections, and implement process improvements while maintaining compliance and delivering high-performance results across the APAC region.

Qualifications

• Bachelor’s degree in business administration, logistics management, or related field.
• 5-8 years of experience in customer service, operations, logistics, or related field.
• At least 3 years of team management or people leadership.
• Strong knowledge of international trade and logistics processes (Import/Export).
• Coaching and team-building skills to develop members and foster collaboration.
• Strong business acumen and risk awareness for sound decisions.
• Highly resilient and adaptable to manage pressure and urgent issues.
• Excellent resource management and prioritisation to maximise productivity.

Responsibilities

• Lead regional operations across APAC, overseeing order and logistics management.
• Ensure customer service standards meet requirements and build strong relationships with customers and stakeholders.
• Ensure regional compliance with company policies, controls, and procedures.
• Foster cross-functional collaboration across departments for seamless operations.
• Develop policies, plans, and operational strategies aligned with sales needs.
• Promote company values and a positive, collaborative workplace culture.
• Coordinate collections by analyzing regional outstanding payments with stakeholders.
• Identify operational gaps, develop SOPs, and implement improvements to drive efficiency.
• Coach and develop team members and support stakeholders to strengthen capabilities.
• Partner with HR on recruitment activities including sourcing, interviews, and selection.
• Drive continuous improvement of policies, processes, and service delivery across the region.

Skills

Team leadership

Cross-functional collaboration

Strategic planning

Coaching

Risk awareness

Resource management

Adaptability

Education

Bachelor’s degree in business administration or logistics

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.