Sales Operations & Customer Service Manager

Vitasoy International; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

Vitasoy International is seeking a seasoned Sales Operations leader in Singapore to oversee the Sales Admin team, ensure OTIF performance, and manage export order delivery for tofu and beverages. You will drive process improvements across the order-to-cash cycle and coordinate with warehouse, logistics, and distributors.

The role requires a Bachelor's degree in Business or Supply Chain and 5+ years in FMCG sales operations or order management.

Qualifications

• Bachelor's degree in Business, Supply Chain, or related field.
• 5+ years in sales operations, customer service, or order management, ideally within FMCG.
• Strong analytical and process orientation; hands-on coordination of order fulfillment, route operations, inventory control, and customer service workflows; excellent stakeholder management across internal teams and external distributor/customer parties; ability to represent Sales & Marketing business requirements in system implementation projects, including SAP van sales module design, testing, training, and change adoption.

Responsibilities

• Oversee day-to-day Sales Admin team handling customer enquiries, orders, invoicing, delivery coordination, and channel communications.
• Ensure order accuracy, OTIF performance, and timely resolution of order/delivery exceptions.
• Oversee tofu export ordering and delivery coordination with warehouse/logistics; ensure shipment issues are resolved.
• Provide backup coverage for order processing, invoicing, e-invoicing, shipping documentation, and customer service during peak workload periods.
• Lead van sales operations: route planning, coverage, deployment, service levels, and field issue resolution.
• Coordinate stock allocation, van inventory controls, fleet usage, and delivery readiness for on-time service and SKU execution in van sales.
• Lead SAP van sales module design as the Sales & Marketing representative; coordinate UAT and go-live adoption.
• Design and maintain service-level KPI tracking for customers, beverage distributors, and tofu export customers.
• Conduct customer and distributor satisfaction reviews; report findings to Head of Sales & Marketing.
• Own distributor performance scorecards for Singapore, Malaysia, and ASEAN with KPIs on service level, OTIF, and satisfaction.
• Build dashboards and reports on order fulfillment, service levels, and distributor performance for leadership review.
• Identify and drive process improvements across the order-to-cash cycle.
• Oversee sales data administration: verify tax invoices, CSV data checks, download data from Simplr, and upload validated sales data into NAV.
• Oversee distributors’ purchase order processing, intercompany sales order creation, shipment coordination, and preparation of shipping documents for product source-related transactions.
• Supervise export invoicing support for DEX and ASEAN shipments, ensuring tax invoices and supporting documents are issued accurately and on time.

Skills

Analytical mindset

Process orientation

Order fulfillment

Stakeholder management

Change management

System implementation

Education

Bachelor's degree in Business, Supply Chain, or related field

Tools

SAP van sales module

NAV (Dynamics NAV)

Job description

• Manage and provide day-to-day oversight of the Sales Admin team, ensuring smooth handling of customer enquiries, sales orders, tax invoices, delivery coordination, warehouse liaison, and orders received via customer portals, email, fax, WhatsApp, walk-in, and call-in channels
• Ensure order accuracy, on-time-in-full (OTIF) performance, and timely resolution of order and delivery exceptions
• Oversee the tofu export business ordering process and delivery handling through the Sales Admin team, ensuring export customer orders are processed accurately, delivery requirements are coordinated with warehouse/logistics, and shipment-related issues are followed through to resolution
• Ensure adequate backup and deputy coverage within the team so that order processing, invoicing, e-invoicing, shipping documentation, and customer service activities continue without disruption during staff absence or peak workload periods
• Oversee day-to-day van sales operations through the supervisors and representatives including route planning, coverage discipline, daily deployment, outlet service levels, and field issue resolution
• Coordinate stock allocation, van inventory controls, fleet usage, and delivery readiness to support on-time service and profitable SKU execution in the van sales channel
• Lead the van sales module workstream for SAP implementation as the Sales & Marketing business representative, translating field sales requirements into system design, validating workflows, coordinating user acceptance testing, and supporting go-live adoption across van sales users

C. Service-Level & Customer Satisfaction Management

• Design and maintain service-level KPI tracking across customers, beverage distributors, and tofu export customers
• Conduct regular customer and distributor satisfaction reviews, reporting findings to Head of Sales & Marketing
• Own the Singapore + Malaysia and other ASEAN distributor performance scorecard, including the KPIs on service level, OTIF and customer satisfaction.

D. Process & Reporting

• Build and maintain dashboards and reports on order fulfillment, service levels, and distributor performance for leadership review
• Identify and drive process improvements across the order-to-cash cycle
• Oversee sales data administration, including verification of tax invoices, CSV data accuracy checks, downloading data from Simplr, and uploading validated sales data into NAV
• Provide operational oversight of distributors’ purchase order processing, intercompany sales order creation, shipment coordination, and preparation of shipping documents for product source-related transactions.
• Supervise export invoicing support for DEX and ASEAN shipments, ensuring tax invoices and supporting documents are issued accurately and on time

Requirements

Education: Bachelor's degree in Business, Supply Chain, or a related field

Experience: 5+ years in sales operations, customer service, or order management, ideally within FMCG

Skills: Strong analytical and process orientation; hands-on coordination of order fulfillment, route operations, inventory control, and customer service workflows; excellent stakeholder management across internal teams and external distributor/customer parties; ability to represent Sales & Marketing business requirements in system implementation projects, including SAP van sales module design, testing, training, and change adoption