Customer Service Operations Manager (Order Fulfilment & Supply Chain)

talent trader group pte. ltd.; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

talent trader group pte. ltd. is seeking a capable Operations Supervisor to lead a Customer Service team and oversee order management and fulfilment processes in Singapore. The role focuses on delivering high service standards and accurate operations.

You will coach staff, manage workloads, monitor KPIs, and collaborate with internal departments to resolve issues. A diploma or degree in business or logistics with 4–6 years of relevant experience is required.

Qualifications

• Must have diploma/degree in business-related field and relevant logistics coursework.
• 4–6 years of experience in customer service, order management, or logistics with supervisory exposure.
• Experience managing customer accounts and achieving service targets.
• Familiarity with ERP/WMS or order management systems is advantageous.

Responsibilities

• Lead and supervise a team of Customer Service Representatives to ensure smooth daily operations and high service standards.
• Oversee order processing, order management, and fulfilment activities to ensure accuracy and timely delivery.
• Allocate workloads, manage staffing coverage, and monitor team productivity and performance.
• Provide coaching, training, and guidance to team members to enhance their skills and performance.
• Handle customer enquiries, complaints, and escalations professionally and promptly.
• Coordinate with internal departments to resolve order discrepancies, delivery issues, and service-related matters.
• Monitor KPIs and service levels to ensure operational efficiency and customer satisfaction.
• Identify opportunities to improve workflows, streamline processes, and enhance service quality.
• Ensure compliance with established procedures, quality standards, and company policies.
• Maintain accurate operational records and support reporting and audit requirements.
• Ad hoc duties or projects as assigned.

Skills

Team leadership

Customer service

Order management

Logistics operations

Process improvement

Education

Diploma or Degree in Business, SCM, Logistics, Operations Management

Tools

ERP

WMS

Order management systems

Job description

Responsibilities

• Lead and supervise a team of Customer Service Representatives to ensure smooth daily operations and high service standards.

• Oversee order processing, order management, and fulfilment activities to ensure accuracy and timely delivery.

• Allocate workloads, manage staffing coverage, and monitor team productivity and performance.

• Provide coaching, training, and guidance to team members to enhance their skills and performance.

• Handle customer enquiries, complaints, and escalations professionally and promptly.

• Coordinate with internal departments to resolve order discrepancies, delivery issues, and service-related matters.

• Monitor key performance indicators (KPIs) and service levels to ensure operational efficiency and customer satisfaction.

• Identify opportunities to improve workflows, streamline processes, and enhance service quality.

• Ensure compliance with established procedures, quality standards, and company policies.

• Maintain accurate operational records and support reporting and audit requirements.

• Ad hoc duties or projects as assigned.

Requirements

• Diploma or Degree in Business, Supply Chain Management, Logistics, Operations Management, or equivalent.

• At least 4 - 6 years of experience in customer service, order management, logistics, or supply chain operations, preferably with supervisory or team leadership experience.

• Experience in managing customer accounts, service standards, and operational targets.

• Familiarity with ERP, Warehouse Management Systems (WMS), or order management systems is an advantage.

EA License No: 13C6305

Reg. No.: R24120209 (GAN CHYE SHEN)

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