Customer Service Manager | EST

Elitez Pte Ltd; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Elitez Pte Ltd is seeking an experienced Customer Service Manager to oversee daily operations, end-to-end order management, and post-delivery support in Singapore. You will lead a team, coordinate with Sales, Warehouse, and Finance, and drive continuous improvement in service delivery.

The ideal candidate has 8–10 years in customer service with 3–5 years in a management role, experience with SAP, and the ability to manage 10+ staff in a fast-paced FMCG/Retail environment.

Qualifications

• 8–10 years of customer service experience.
• 3–5 years in a managerial role.
• Experience managing 10+ employees.
• Experience in FMCG/food service/distribution/retail supply chain.
• Willing to travel between Tuas and One-North.

Responsibilities

• Lead daily customer-service operations and service delivery.
• Manage end-to-end order management, from receipt through fulfilment and post-delivery support.
• Resolve customer enquiries, complaints, returns and service issues.
• Improve customer-service workflows and productivity.
• Identify automation and digitalisation opportunities.
• Develop and maintain SOPs.
• Manage workforce planning, rostering, leave and resource allocation.
• Drive team engagement, capability development and succession planning.
• Coordinate closely with Sales, Warehouse, Logistics, Supply Chain, Procurement and Finance.
• Act as the escalation point for customers and internal stakeholders.
• Analyse customer trends, demand patterns and service performance.

Skills

Leadership

Team management

Stakeholder management

Excel

Tools

SAP

Excel

Job description

Responsibilities

• Lead daily customer-service operations and service delivery.

• Manage end-to-end order management, from receipt through fulfilment and post-delivery support.

• Resolve customer enquiries, complaints, returns and service issues.

• Improve customer-service workflows and productivity.

• Identify automation and digitalisation opportunities.

• Develop and maintain SOPs.

• Manage workforce planning, rostering, leave and resource allocation.

• Drive team engagement, capability development and succession planning.

• Coordinate closely with Sales, Warehouse, Logistics, Supply Chain, Procurement and Finance.

• Act as the escalation point for customers and internal stakeholders.

• Analyse customer trends, demand patterns and service performance.

Requirements

• Minimum 8-10 years of customer service experience.

• At least 3-5 years in a managerial/team leadership role.

• Proven experience managing 10+ employees.

• Experience in FMCG, Food Service, Distribution or Retail Supply Chain is highly preferred.

• Strong leadership and stakeholder-management skills.

• Experience with SAP or similar ERP systems.

• Proficient in Excel and reporting tools.

• Comfortable working in a high-volume operational environment.

• Must be willing to travel between Tuas and One-North as required.

We regret to inform you that only shortlisted candidates will be notified. All applications will be treated with the strictest confidence.