Customer Service Manager (Supply Chain Services)

Brenntag; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading company in supply chain services is seeking an experienced Customer Service Manager in Singapore. This pivotal role involves managing the Customer Care team, ensuring compliance with regulatory standards, and driving service excellence. Ideal candidates will have at least 10 years in the industry and a passion for team development.

Benefits

Innovative solutions and a future-ready company

Culture that values people development and sustainability

Qualifications

• Minimum of 10 years in customer service within the pharmaceutical, chemical, or logistics industry.
• Proven leadership experience in managing high-performance teams in regulated environments.

Responsibilities

• Manage daily operations of the Customer Care team ensuring compliance with regulations.
• Lead recruitment, onboarding and training.
• Drive continuous improvement and enhance service delivery.

Skills

Team Management

Communication

Problem Solving

Analytical Abilities

Education

Diploma or Degree in Business, Supply Chain or Logistics

Tools

SAP

Microsoft Office Suite

Job description

Job Summary:

We are seeking an experienced and dynamic Customer Service Manager to lead our Supply Chain Service Customer Care team. This role is pivotal in ensuring smooth daily operations, managing customer expectations, driving service excellence, and leading a team in a high-compliance environment. The ideal candidate will have experience in customer service within the pharmaceutical, chemical, or logistics sector, and a passion for team development and process improvement.

Key Responsibilities:

Customer Care Operations & Compliance

• Manage daily operations of the Customer Care team, ensuring timely and accurate processing of customer enquiries, orders, and service instructions.

• Handle customer complaints and unplanned events effectively, in compliance with Regulatory, QSHE (Quality, Safety, Health & Environment) standards.

• Ensure full adherence to Singapore Customs regulations for all inbound and outbound permit declarations.

Team Leadership & Development

• Lead team recruitment, onboarding, and on-the-job training (OJT).

• Conduct performance reviews, provide mentorship, and build team cohesion through coaching and bonding initiatives.

• Assess staff development needs and create individual growth plans.

Process Improvement & Service Excellence

• Identify operational roadblocks and implement corrective actions to ensure seamless daily execution.

• Drive continuous improvement projects to enhance order fulfillment, service delivery, value-added services, and cost efficiency.

• Collaborate cross-functionally to recommend and implement system or workflow improvements.

Governance, Documentation & KPI Reporting

• Own and maintain SOPs, Work Instructions, and CAPAs, ensuring timely reviews and updates.

• Represent the customer’s voice by ensuring that KPI reports are accurately prepared and delivered as per client requirements.

• Attend monthly management meetings to present updates on KPIs, cost-saving measures, and project implementation status.

Safety, Risk & Sustainability

• Support the Risk Assessment (RA) Leader in identifying workplace hazards and implementing control measures.

• Promote compliance with workplace safety, environmental sustainability practices, and corporate social responsibility initiatives.

• Ensure team awareness and competence in handling environmental impacts based on proper training and guidance.

Administrative Authority

• Approve staff leave and expense claims in accordance with company policy.

• Conduct performance reviews and recommend promotions or disciplinary actions, in coordination with HR and senior management.

• Lead candidate interviews and make employment offers (Executive level and below) jointly with HR.

Requirements:

Qualifications

• Diploma or Degree in Business, Supply Chain or Logistics.

Experience

• Minimum of 10 years in customer service within the pharmaceutical, chemical, or logistics industry.

• Proven leadership experience in managing and developing high-performance teams in a regulated environment.

Skills & Competencies

• Strong team management and delegation skills, especially under time-sensitive conditions.

• Excellent communication and interpersonal skills with the ability to inspire, motivate, and professionally engage with internal and external stakeholders.

• High-level problem-solving, conflict resolution, and decision-making skills.

• Data-driven mindset with strong analytical abilities to drive process improvement.

• Proficiency in Microsoft Office Suite and SAP system.

• Ability to remain calm and focused under organizational transformation.

Why Join Us?

• Be part of a future-ready company delivering innovative solutions in supply chain services.

• Play a critical role in shaping customer experience and operational excellence.

• Work in a culture that values people development, safety, and sustainability.

• An ideal opportunity for individuals who are passionate about leadership, service excellence, and are inspired to grow within a dynamic and evolving organization.