Customer Service Manager

Private Advertiser; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading company in Singapore is seeking an experienced Customer Service Representative Manager to lead their team. This role involves ensuring exceptional service delivery, effective demand planning, and maintaining high operational standards while driving continuous improvement initiatives. The ideal candidate will possess strong leadership skills and relevant industry experience.

Qualifications

• Minimum 5 years of customer service experience; at least 2 years in a supervisory role.
• Strong leadership and team development skills.
• Experience with demand planning and inventory management preferred.

Responsibilities

• Lead and manage the CSR team with coaching and performance metrics.
• Oversee order management and ensure product availability.
• Liaise with internal departments for order fulfillment alignment.

Skills

Leadership

Customer Relationship Management

Problem Solving

Communication

Multitasking

Education

Bachelor’s degree in Business Administration

Diploma holders with strong experience

Tools

Microsoft Office Suite

ERP / order management systems

Job description

We are seeking an experienced and proactive Customer Service Representative Manager to lead and oversee our team of Customer Service Representatives (CSR). This role is responsible for ensuring exceptional customer service delivery, effective order management, accurate demand planning, and seamless coordination between customers and internal teams. The ideal candidate will bring leadership capability, strong customer relationship management experience, and a track record of driving service improvements in a fast-paced environment.

Key Responsibilities

• Lead, mentor, and manage the CSR team, setting clear goals, providing coaching, and driving high levels of team engagement and performance.

• Oversee demand planning and procurement activities to ensure product availability meets customer requirements.

• Ensure accuracy in order management, including validation of product pricing, demand forecasts, and order details.

• Manage the coordination of delivery schedules, proactively communicating with customers about updates, issues, or delays.

• Collaborate closely with the Sales team to defend existing business and identify opportunities for incremental revenue growth.

• Act as the escalation point for customer service issues, working to resolve complex inquiries or disputes swiftly and professionally.

• Liaise with internal departments (e.g., logistics, warehouse, procurement) to ensure alignment on order fulfillment and shipment activities.

• Monitor inventory levels (e.g., days inventory outstanding) and ensure efficient stock management to support timely deliveries.

• Drive continuous improvement initiatives to enhance customer service processes, reporting accuracy, and operational efficiency.

• Ensure adherence to company policies, SOPs, and regulatory requirements, maintaining high operational standards.

• Prepare and present performance reports and KPIs related to customer service operations to senior management.

Qualifications

• Bachelor’s degree in Business Administration, Supply Chain, or a related field; diploma holders with strong experience may also apply.

• Minimum 5 years of experience in customer service, sales support, or logistics, with at least 2 years in a supervisory or managerial role.

• Strong leadership and people management skills, with a proven ability to build and develop effective teams.

• Excellent communication, interpersonal, and negotiation skills, with a customer-first mindset.

• Solid organizational, multitasking, and problem-solving abilities in a fast-paced environment.

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and ERP / order management systems.

• Experience with demand planning, inventory management, and order fulfillment processes is preferred.

• Ability to drive process improvements and foster a culture of continuous improvement.