Senior Customer Service & Operations Manager

Elitez Pte Ltd; Singapore; Hybrid; SGD 90,000 - 130,000; Full time

Job summary

Elitez Pte Ltd in Singapore seeks an experienced Customer Service Manager to lead our customer operations team, covering order management, service delivery, and process improvements. The role requires travel between One-North and Tuas, with working hours 9am-6pm, and close collaboration with Sales, Warehouse, Logistics, and Finance to ensure smooth order fulfilment.

You will build SOPs, drive workforce planning, develop the team, and act as a key escalation point for customers and internal

Qualifications

• At least 8 years in customer service or operations.
• Minimum 3 years in a managerial or supervisory role.
• Proven experience leading sizeable customer service teams.
• Experience using ERP systems and CRM platforms.
• Proficient in Microsoft Excel and reporting tools.

Responsibilities

• Oversee end-to-end order management from receipt to fulfilment and post-delivery support.
• Ensure prompt resolution of customer enquiries, complaints, returns and service issues.
• Maintain high standards of customer satisfaction and service quality.
• Review and streamline CS workflows to improve efficiency and productivity.
• Identify automation and digitalization opportunities to enhance customer experience.
• Establish SOPs and ensure compliance across the team.
• Manage workforce planning, rostering, leave scheduling and resource allocation.
• Drive employee engagement, capability building and succession planning.
• Drive achievement of departmental service goals and business objectives.
• Partner with Sales, Warehouse, Logistics, Supply Chain, Procurement and Finance to ensure smooth order fulfilment.
• Act as the key escalation point for customers and internal stakeholders.
• Support commercial initiatives with insights on customer trends and service performance.

Skills

Leadership

Operations management

Customer service

Analytical mindset

Problem solving

Workforce planning

SOPs

Stakeholder collaboration

Education

Business / Supply Chain / Customer Service degree

Tools

ERP systems

CRM platforms

Microsoft Excel

Job description

Elitez Pte Ltd in Singapore seeks an experienced Customer Service Manager to lead our customer operations team, covering order management, service delivery, and process improvements. The role requires travel between One-North and Tuas, with working hours 9am-6pm, and close collaboration with Sales, Warehouse, Logistics, and Finance to ensure smooth order fulfilment.

You will build SOPs, drive workforce planning, develop the team, and act as a key escalation point for customers and internal