Customer Service Manager (Food Service) | EXY

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

Job summary

Elitez Pte Ltd in Singapore seeks an experienced Customer Service Operations Manager to oversee daily operations, optimize order management, and drive continuous improvement across the customer journey.

You will lead a team, resolve inquiries, maintain service quality, and collaborate with Sales, Warehouse, Logistics, and Finance to ensure smooth order fulfilment. Strong ERP and Excel skills are essential in a fast-paced environment.

Qualifications

• 8–10 years of customer service experience.
• 3–5 years in a managerial or team leadership role.
• Experience in FMCG, Food Service, Distribution, Retail Supply Chain or related industries preferred.

Responsibilities

• Oversee end-to-end order management from receipt to fulfilment and post-delivery support.
• Resolve customer enquiries, complaints, returns and service issues promptly.
• Maintain high standards of customer satisfaction and service quality.
• Streamline customer service workflows to improve efficiency and productivity.
• Identify automation and digitalisation opportunities to enhance customer experience and reduce manual work.
• Develop and maintain SOPs to ensure consistent processes and compliance.
• Manage workforce planning, rostering, leave scheduling and resource allocation.
• Support employee engagement, capability development and succession planning.
• Drive departmental service standards and business objectives.
• Collaborate with Sales, Warehouse, Logistics, Supply Chain, Procurement and Finance teams to ensure smooth order fulfilment.
• Act as the key escalation point for customers and internal stakeholders.
• Provide insights on customer trends, demand patterns and service performance to support business initiatives.

Skills

Leadership

Stakeholder management

ERP SAP

Excel & reporting

Cross-functional collaboration

Tools

SAP

MS Excel

Job description

About the Role

This role is responsible for overseeing daily customer service operations, ensuring excellent service delivery, optimizing order management processes, and driving continuous improvement initiatives across the customer journey.

Key Responsibilities

• Oversee end-to-end order management from order receipt to fulfilment and post-delivery support.

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

• Maintain high standards of customer satisfaction and service quality.

• Streamline customer service workflows to improve efficiency and productivity.

• Identify automation and digitalisation opportunities to enhance customer experience and reduce manual work.

• Develop and maintain SOPs to ensure consistent processes and compliance.

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

• Support employee engagement, capability development and succession planning.

• Drive departmental service standards and business objectives.

• Collaborate with Sales, Warehouse, Logistics, Supply Chain, Procurement and Finance teams to ensure smooth order fulfilment.

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

• Provide insights on customer trends, demand patterns and service performance to support business initiatives.

Key Requirements

• 8–10 years of customer service experience, including 3–5 years in a managerial or team leadership role.

• Experience in FMCG, Food Service, Distribution, Retail Supply Chain or related industries preferred.
• Strong leadership, people management and stakeholder management skills.
• Excellent communication, problem-solving and decision-making skills.
• Experience with ERP systems such as SAP or similar platforms.
• Proficient in Microsoft Excel and reporting tools.
• Comfortable working in a fast-paced, high-volume operational environment.
• Comfortable to travel between Tuas and One-North.

Attn: Xin Yi

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