Customer Service Manager (Supply Chain Solutions)

Brenntag Pte Ltd; Singapore; On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Care Manager to lead the Supply Chain Service team. This role involves managing daily operations, addressing customer inquiries, and driving continuous improvement initiatives. The ideal candidate will possess over 10 years of experience in customer service, strong leadership skills, and a knack for problem-solving. Join a forward-thinking company that values innovation and teamwork, and contribute to enhancing service quality and operational efficiency. If you're ready to take on challenges and lead a dedicated team, this opportunity is for you.

Qualifications

• Minimum of 10 years experience in customer service or related fields.
• Strong leadership and team supervision skills under tight deadlines.

Responsibilities

• Manage daily activities of the Supply Chain Service Customer Care team.
• Drive continuous improvement projects to enhance order management and service quality.

Skills

Customer Service Management

Leadership Skills

Data Analysis

Problem-Solving

Communication Skills

Team Supervision

Education

Diploma or Degree

Tools

Microsoft Office Suite

Job description

CUSTOMER CARE (SCS)

1. Manage the daily activities of the Supply Chain Service Customer Care team, ensuring customer enquiries are reviewed and analyzed to meet company requirements. Ensure all orders and instructions are fulfilled accurately and promptly.
2. Handle customer complaints and unplanned events appropriately, adhering to Regulatory & QSHE policies. Implement effective action plans.
3. Identify obstacles and address daily or urgent operational issues encountered by the Customer Care team. Initiate practical measures to enhance processes and performance quality.
4. Drive continuous improvement projects to enhance order management/fulfillment, delivery, service quality, value-added services, and cost efficiency.
5. Ensure all inbound and outbound permits are declared correctly, timely, and in compliance with Singapore Customs guidelines.
6. Manage staff recruitment, OJT training, staff development, counseling, mentorship, team bonding, and conduct performance assessments and semi-annual appraisals.
7. Take ownership of SOP and WI documents; review and revise as needed.
8. Ensure customer KPI reports are accurate and timely.
9. Participate in monthly management meetings; report on SCS KPI, cost-savings, project status, and other relevant matters.
10. Recommend system improvements to management.
11. Handle internal communication regarding management systems.
12. Implement management system procedures.
13. Assist RA leader in conducting risk assessments and implementing risk control measures.
14. Ensure safety measures are in place for machinery, equipment, or processes at the workplace.
15. Follow company procedures, safety rules, and WSH Risk Assessment measures.
16. Participate in protecting the environment, preventing pollution, and promoting sustainable practices.
17. Ensure staff performing environmentally impactful duties are competent through proper training and instruction.
18. Perform other duties as assigned.

INDIRECT PROCUREMENT

1. Train local colleagues to adhere to the Global Indirect Procurement Policy (GIPP); conduct onboarding and refresher training as needed.
2. Communicate and implement global and regional policies, guidelines, and processes locally.
3. Update the Regional Indirect Procurement (IPR) team on project execution status; perform monthly reporting.
4. Serve as the measure owner for IPR projects in the global savings tracking tool CAT4.
5. Champion IPR initiatives and assist in removing roadblocks.

Authority

1. First-level approval for Purchase POs related to IPR. Approve leave applications for immediate staff.
2. Approve claims for immediate staff per policies.
3. Conduct performance reviews and recommend promotions for immediate staff.
4. Handle counseling, disciplinary actions, including termination, in consultation with immediate superior and HR.
5. Participate in interview and selection processes.
6. Offer employment (with HR review) to candidates at the Executive level and below.

Knowledge and Skills Requirement

1. Diploma or Degree holder.
2. Minimum of 10 years experience in customer service or related fields.
3. Leadership and team supervision skills, ability to work under tight deadlines.
4. Strong personality with excellent verbal and written communication skills.
5. Motivational and encouraging communicator.
6. Excellent problem-solving and diplomatic skills for complex issues.
7. Ability to react well under pressure and organizational change.
8. Data analysis skills and solution-oriented mindset.
9. Experience in supervising, delegating, and evaluating performance.
10. Proficiency in Microsoft Office suite.