Customer Service Manager (Supply Chain Solutions)

Brenntag Pte Ltd; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

A leading company in the chemicals sector is seeking an experienced Customer Service Manager to enhance their Supply Chain Service team. This role ensures daily operations run smoothly while managing customer expectations and driving service excellence. The ideal candidate will have significant experience in the pharmaceutical, chemical, or logistics industry, with a focus on team development and compliance.

Qualifications

• Minimum 10 years in customer service within relevant industries.
• Proven leadership experience in a regulated environment.
• Strong team management skills under time-sensitive conditions.

Responsibilities

• Manage daily operations of Customer Care team ensuring compliance.
• Drive continuous improvement projects in service delivery.
• Approve staff leave and conduct performance reviews.

Skills

Team management

Communication

Problem-solving

Data analysis

Education

Diploma or Degree in Business, Supply Chain or Logistics

Tools

Microsoft Office Suite

SAP

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.