Customer Service Manager

AEM Singapore Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

AEM Singapore Pte Ltd is seeking a senior Customer Service operations leader in Singapore to coach a regional team and drive end-to-end order management from order receipt to delivery. The role emphasizes service excellence, cross-functional collaboration, and proactive risk management to ensure on-time performance.

You will oversee SAP-based order processing, escalate issues as needed, and partner with planning, procurement, and manufacturing to optimize delivery and customer satisfaction in a

Qualifications

• Diploma or Degree in Business, Supply Chain, Logistics, Operations Management, or related discipline.
• Minimum 5 years of experience in Customer Service, Order Management, Supply Chain, Logistics, or a similar operational environment.
• Prior supervisory or team leadership experience preferred.
• Experience in manufacturing, electronics, semiconductor, or service parts operations is advantageous.
• Strong SAP/ERP knowledge and proficiency in Microsoft Excel.
• Excellent communication, stakeholder management, and problem-solving skills.
• A proactive and customer-focused mindset with the ability to thrive in a fast-paced environment

Responsibilities

• Lead, coach, and develop the Customer Service team supporting key customer accounts.
• Drive accountability, responsiveness, and service excellence across all customer interactions.
• Manage workload prioritization, resource planning, and team development.
• Ensure business continuity through effective cross-training and operational planning.
• Oversee end-to-end order management from PO receipt through shipment and delivery.
• Ensure accurate order entry, order tracking, and delivery commitment management within SAP.
• Drive timely communication of order status, delivery schedules, and potential supply risks.
• Coordinate customer requirements with internal stakeholders to ensure successful execution.
• Lead On-Time Delivery (OTD), backlog recovery, and past-due order management activities.
• Proactively identify supply constraints and operational risks before customer impact occurs.
• Manage critical customer escalations and drive effective recovery plans.
• Present service performance metrics and operational updates during customer reviews.
• Partner closely with Supply Chain, Planning, Procurement, Manufacturing, Logistics, Quality, Finance, and Engineering teams.
• Drive alignment across functions to resolve delivery challenges and improve customer outcomes.
• Support demand planning, inventory management, and supply recovery activities.
• Own and enhance customer service processes, KPIs, SOPs, and reporting dashboards.
• Ensure data integrity within SAP and related business systems.
• Lead continuous improvement initiatives to improve efficiency, visibility, and customer satisfaction.
• Support audits, compliance requirements, and operational governance activities

Skills

Customer Service

Order Management

Supply Chain

Logistics

Stakeholder management

Problem-solving

Communication

Fast-paced environment

Education

Diploma or Degree in Business, Supply Chain, Logistics, Operations Management, or related discipline

Tools

SAP/ERP

Microsoft Excel

Job description

Responsibilities

Team Leadership & Customer Service Management

• Lead, coach, and develop the Customer Service team supporting key customer accounts.

• Drive accountability, responsiveness, and service excellence across all customer interactions.

• Manage workload prioritization, resource planning, and team development.

• Ensure business continuity through effective cross-training and operational planning.

Order Fulfillment & Customer Operations

• Oversee end-to-end order management from PO receipt through shipment and delivery.

• Ensure accurate order entry, order tracking, and delivery commitment management within SAP.

• Drive timely communication of order status, delivery schedules, and potential supply risks.

• Coordinate customer requirements with internal stakeholders to ensure successful execution.

Delivery Performance & Escalation Management

• Lead On-Time Delivery (OTD), backlog recovery, and past-due order management activities.

• Proactively identify supply constraints and operational risks before customer impact occurs.

• Manage critical customer escalations and drive effective recovery plans.

• Present service performance metrics and operational updates during customer reviews.

Cross-Functional Collaboration

• Partner closely with Supply Chain, Planning, Procurement, Manufacturing, Logistics, Quality, Finance, and Engineering teams.

• Drive alignment across functions to resolve delivery challenges and improve customer outcomes.

• Support demand planning, inventory management, and supply recovery activities.

Process Excellence & Reporting

• Own and enhance customer service processes, KPIs, SOPs, and reporting dashboards.

• Ensure data integrity within SAP and related business systems.

• Lead continuous improvement initiatives to improve efficiency, visibility, and customer satisfaction.

• Support audits, compliance requirements, and operational governance activities

Requirements

• Diploma or Degree in Business, Supply Chain, Logistics, Operations Management, or a related discipline.

• Minimum 5 years of experience in Customer Service, Order Management, Supply Chain, Logistics, or a similar operational environment.

• Prior supervisory or team leadership experience preferred.

• Experience in manufacturing, electronics, semiconductor, or service parts operations is advantageous.

• Strong SAP/ERP knowledge and proficiency in Microsoft Excel.

• Excellent communication, stakeholder management, and problem-solving skills.

• A proactive and customer-focused mindset with the ability to thrive in a fast-paced environment