Customer Service Manager

Johnson Controls; Singapore; On-site; SGD 75,000 - 95,000; Full time

Job summary

A global technology company in Singapore is seeking a Customer Service Manager to lead their order management and customer service operations. This role requires overseeing the full spectrum of operations from order intake to delivery and ensuring compliance with trade regulations. Candidates should have a minimum of 5 years of experience in order management within a fast-paced setting and at least 2 years of team leadership experience. A competitive salary and comprehensive benefits package are offered, along with a collaborative work environment.

Benefits

Competitive salary

Paid vacation/holidays/sick time

Comprehensive benefits package

On the job/cross training opportunities

Encouraging and collaborative team environment

Qualifications

• Minimum 5 years of Order Management experience in manufacturing or distribution.
• At least 2 years of team leadership experience.
• Six Sigma Green Belt/Black Belt certification is an advantage.

Responsibilities

• Oversee full spectrum of Order Management and Customer Service operations.
• Lead and manage a team of Customer Service Executives.
• Prepare and present weekly and monthly management reports.

Skills

Strong problem-solving skills

Customer-oriented

Strong interpersonal skills

Proficient in MS Office

Knowledge of Trade Compliance

Education

Degree/Diploma in Business Administration or equivalent

Tools

ERP systems (Baan, Oracle, JD Edwards, SAP)

Job description

What you will do

The Customer Service Manager oversees the full spectrum of Order Management and Customer Service operations—from order intake to delivery and billing. This role ensures the team meets service, compliance, and operational standards, while driving continuous improvement in processes, reporting, and customer satisfaction.

How you will do it

• Leadership & Team Management
• Lead and manage a team of Customer Service Executives to ensure alignment with the company’s objectives.
• Conduct performance reviews, identify gaps, and implement development plans.
• Identify training needs and execute training programs to enhance team productivity, knowledge, and engagement.
• Foster a positive, collaborative, and customer‑oriented team culture.
• Order Management Oversight
• Ensure smooth end‑to‑end order management: order intake, fulfillment, shipment, delivery, and billing
• Monitor team performance to meet customer expectations on OTD (On-Time Delivery) and internal revenue outlook.
• Ensure order processing complies with SOP requirements, including credit terms and agreements, etc.
• Ensure all orders and shipments comply with trade compliance requirements and are not released to red‑flagged entities or countries.
• Collaborate with the Trade Automation Team to continuously improve compliance processes and cycle time.
• Ensure shipping documentation meets Letter of Credit requirements.
• Cross-Functional Collaboration
• Maintain strong working relationships with internal and external stakeholders to resolve escalations or urgent issues.
• Lead the CS team to collaborate closely with Sales, Planning, Warehouse, Logistics, Finance, and external customers.
• Support ad hoc supply chain–related projects as needed.
• Reporting & Analytics
• Prepare and present weekly and monthly management reports to key stakeholders (e.g., On-Time Delivery, customer complaints, revenue fulfillment status, etc.).
• Set, monitor, and analyze KPI performance across the Customer Service team.
• Drive cost‑saving initiatives and KPI standardization projects.
• Process Improvement
• Develop, implement, and maintain customer service policies, procedures, and SOPs.
• Work with the OPEX or CS team to lead continuous process improvement through the use of automation tools to simplify and improve processes.
• Champion the use of AI and automation tools for the CS team.

What we look for

Education & Experience

• Degree/Diploma in Business Administration, Customer Service, Logistics, Supply Chain Management, or equivalent.
• Minimum 5 years of Order Management experience in a fast-paced manufacturing or distribution environment.
• At least 2 years of team leadership experience.
• Experience with ERP systems (preferred: Baan, Oracle, JD Edwards, SAP).

Skills & Competencies

• Strong problem‑solving skills and meticulous attention to detail.
• Customer‑oriented, patient, and able to handle pressure in fast‑moving environments.
• Strong interpersonal skills with the ability to work effectively in a multicultural environment.
• Proficient in MS Office applications, including automation tools.
• Knowledge of Trade Compliance practices and Letter of Credit processes.
• Six Sigma Green Belt/Black Belt certification is an advantage.

Language Requirements

• Fluent in English (spoken & written).
• Mandarin proficiency is required due to frequent interaction with China, Hong Kong, and SEA regional customers.

What we offer

• Competitive salary
• Paid vacation/holidays/sick time
• Comprehensive benefits package
• On the job/cross training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy

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