Customer Service Manager (Food Mfg Industry)

Recruit Express Services Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A leading company in the FMCG sector is seeking a Customer Service Leader to supervise a team and enhance client relationships. The ideal candidate will have a degree and at least 5 years of experience in customer service leadership, with a focus on improving processes and customer satisfaction.

Qualifications

• At least 5 years in a customer service leadership role.
• Proven leadership and people management abilities.
• Organized, detail-oriented, and customer-focused.

Responsibilities

• Supervise and support customer service staff.
• Build and maintain client relationships.
• Track service metrics and provide feedback.

Skills

Leadership

Communication

Interpersonal Skills

Analytical Thinking

Problem Solving

Education

Degree in Business, Hospitality, Food Science, or related discipline

Tools

CRM platforms

Customer support tools

Job description

Key Responsibilities

• Lead the Team: Supervise, guide, and support customer service staff to ensure high-quality service and team performance.

• Manage Client Relationships: Build and maintain positive, long-term relationships with customers, ensuring their needs are met professionally.

• Improve Processes: Develop and enhance customer service policies and workflows for greater efficiency and consistency.

• Monitor Performance: Track service metrics and KPIs; provide feedback and support to drive improvements.

• Report Insights: Prepare and present reports on customer feedback, service trends, and team performance to management.

• Collaborate Across Teams: Work with sales, marketing, logistics, and production teams to provide a smooth customer experience.

• Resolve Issues: Identify recurring service issues and implement solutions to improve customer satisfaction.

• Handle Escalations: Manage complex customer concerns and ensure timely and effective resolution.

Qualifications

• Education: A recognized degree in Business, Hospitality, Food Science, or a related discipline. Equivalent experience may be considered.

• Experience: At least 5 years in a customer service leadership role, preferably in the food or fast-moving consumer goods (FMCG) industry.

• Skills:
  Proven leadership and people management abilities
  Strong communication and interpersonal skills
  Proficient in CRM platforms and customer support tools
  Analytical thinker with problem-solving skills

• Attributes:
  Organized and detail-oriented
  Customer-focused with a proactive mindset
  Collaborative and adaptable in a team environment

Working Location: Jalan Boon Lay

Working Hours: 8:30AM - 5:30PM (Mon - Fri)

Liz Ooi Li Chen (R1104561)
Recruit Express Services Pte Ltd (13C6614)