Senior Customer Service & Operations Leader

Elitez Pte Ltd; Singapore; On-site; SGD 90,000 - 150,000; Full time

Job summary

Elitez Pte Ltd is seeking an experienced Customer Service Manager to oversee daily operations, end-to-end order management, and post-delivery support in Singapore. You will lead a team, coordinate with Sales, Warehouse, and Finance, and drive continuous improvement in service delivery.

The ideal candidate has 8–10 years in customer service with 3–5 years in a management role, experience with SAP, and the ability to manage 10+ staff in a fast-paced FMCG/Retail environment.

Qualifications

• 8–10 years of customer service experience.
• 3–5 years in a managerial role.
• Experience managing 10+ employees.
• Experience in FMCG/food service/distribution/retail supply chain.
• Willing to travel between Tuas and One-North.

Responsibilities

• Lead daily customer-service operations and service delivery.
• Manage end-to-end order management, from receipt through fulfilment and post-delivery support.
• Resolve customer enquiries, complaints, returns and service issues.
• Improve customer-service workflows and productivity.
• Identify automation and digitalisation opportunities.
• Develop and maintain SOPs.
• Manage workforce planning, rostering, leave and resource allocation.
• Drive team engagement, capability development and succession planning.
• Coordinate closely with Sales, Warehouse, Logistics, Supply Chain, Procurement and Finance.
• Act as the escalation point for customers and internal stakeholders.
• Analyse customer trends, demand patterns and service performance.

Skills

Leadership

Team management

Stakeholder management

Excel

Tools

SAP

Excel

Job description

Elitez Pte Ltd is seeking an experienced Customer Service Manager to oversee daily operations, end-to-end order management, and post-delivery support in Singapore. You will lead a team, coordinate with Sales, Warehouse, and Finance, and drive continuous improvement in service delivery.

The ideal candidate has 8–10 years in customer service with 3–5 years in a management role, experience with SAP, and the ability to manage 10+ staff in a fast-paced FMCG/Retail environment.