Senior Customer Service Executive (Japanese)

GULF ASIA-PACIFIC PTE. LTD.; Singapore; On-site; SGD 55,000 - 75,000; Full time

Job summary

A leading company in the lubricants industry is seeking a Customer Service Manager in Singapore. The role involves managing the order fulfilment process, addressing customer inquiries, and coordinating logistics. The ideal candidate should have a diploma in business or supply chain, with 4-7 years of customer service experience, preferably in relevant industries. Strong knowledge of ERP systems, excellent communication skills, and proficiency in Japanese are advantageous. This position offers a dynamic environment with opportunities for process improvement.

Qualifications

• Minimum of 4 years in customer service within lubricants, chemicals, or FMCG.
• Experience in order management, exports/imports, and documentation.
• Japanese language proficiency is an advantage for communication.

Responsibilities

• Manage the end-to-end order fulfilment process.
• Act as the first contact for customer inquiries and complaints.
• Coordinate with teams to ensure on-time delivery.
• Prepare reports on customer service KPIs.

Skills

Customer-Centric Mindset

Problem-Solving & Escalation Handling

Strong Organizational & Multi-tasking Skills

Collaboration & Teamwork

Attention to Detail & Accuracy

Education

Diploma/Degree in Business or Supply Chain

4–7 years of experience in customer service

Tools

ERP systems (SAP/Oracle)

Microsoft Office

Job description

Key Responsibilities

Order Management

• Manage the end-to-end order fulfilment process, from order receipt to delivery and invoicing.
• Ensure accuracy in processing customer purchase orders, sales contracts, and related documentation.
• Monitor order status proactively and keep customers updated on delivery timelines.

Customer Relationship Management

• Act as the first point of contact for customers, addressing inquiries, complaints, and service issues.
• Build strong relationships with key accounts and distributors to enhance customer satisfaction.
• Collaborate with sales and supply chain teams to align customer needs with plant capability.

Logistics & Coordination

• Coordinate with production planning, warehouse, and logistics teams to ensure on-time delivery (OTIF).
• Track shipments, resolve transport issues, and ensure all export/import documentation complies with regulatory requirements.
• Liaise with freight forwarders and third‑party logistics providers when needed.

Reporting & Process Improvement

• Prepare regular reports on customer service KPIs such as OTIF, order accuracy, and complaint resolution.
• Support continuous improvement initiatives to streamline order management and enhance customer satisfaction.
• Assist in developing and implementing standard operating procedures for customer service excellence.

Key Skills and Personal Attributes

Education & Qualifications

• Diploma/Degree in Business, Supply Chain, or related field.
• 4–7 years of experience in customer service, preferably in lubricants, chemicals, or FMCG industries.
• Experience in order management, exports/imports, and documentation (e.g., LC, shipping, customs).
• Strong knowledge of ERP systems (SAP/Oracle or equivalent) and Microsoft Office.
• Excellent communication and interpersonal skills.
• Ability to work independently under pressure and manage multiple priorities.
• Proficiency in Japanese language (written and spoken) – advantage for regional coordination and communication.

Technical Skills

• Customer‑Centric Mindset
• Problem‑Solving & Escalation Handling
• Strong Organizational & Multi‑tasking Skills
• Collaboration & Teamwork
• Attention to Detail & Accuracy
• Proficiency in ERP / O2C Systems

Essential Criteria

• Ability to work effectively both independently and as part of a team.
• Strong communication, coordination, and problem‑solving skills.
• Willingness to work in a fast‑paced, plant‑based environment.