Customer Service Manager

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

Location: One North / Tuas, Singapore
Industry: FMCG / Food Services
Employment Type: Full-Time

About the role

Join a leading FMCG / Food Service organisation in Singapore and take ownership of the customer service function, ensuring a seamless journey from order placement to fulfilment and post-delivery support. You'll work closely with Sales, Warehouse, Logistics, Supply Chain, Procurement and Finance to improve operational efficiency, strengthen service quality and deliver an exceptional customer experience.

Key responsibilities

• Oversee end-to-end order management from order receipt through fulfilment and post-delivery support
• Ensure timely and effective resolution of customer enquiries, complaints, returns and service issues
• Act as the key escalation point for customers and internal stakeholders
• Monitor customer satisfaction and service quality to ensure consistently high standards
• Review and streamline customer service workflows to improve efficiency, productivity and service delivery
• Identify opportunities for automation and digitalisation to reduce manual processes and enhance the customer experience
• Establish, implement and maintain SOPs and service standards across the customer service function
• Lead and develop a customer service team of 10+ employees
• Manage workforce planning, rostering, leave scheduling and resource allocation
• Work closely with Sales, Warehouse, Logistics, Supply Chain, Procurement and Finance to ensure smooth order fulfilment

Requirements

• 8–10+ years of customer service experience, with at least 3–5 years in a managerial or team leadership position
• Proven experience managing a customer service team of 10 or more employees
• Background in FMCG, Food Service, Distribution, Retail Supply Chain or related industries is highly preferred
• Strong experience in order management and high-volume customer service operations
• Excellent people leadership and team development skills
• Strong stakeholder management and communication capabilities
• Excellent problem-solving, decision-making and escalation management skills
• Experience using ERP systems such as SAP or similar platforms
• Strong proficiency in Microsoft Excel and reporting tools
• A process-oriented mindset with experience driving continuous improvement, automation or digitalisation