Senior Customer Service/Supervisor

BWY WILMAR PTE. LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading food service company in Singapore is seeking a Customer Service Representative to manage customer inquiries and ensure order accuracy. The ideal candidate will have 2-4 years of experience in a B2B customer service role, with fluency in English and knowledge of ERP systems. You will be responsible for handling various order-related issues and working closely with internal teams to achieve customer satisfaction. This position offers a 5.5-day work week with competitive working hours.

Qualifications

• Minimum 2-4 years of experience in B2B customer service preferably in Food Service / FMCG.
• Fluency in English is required; Mandarin is a plus.
• Experience with Excel and ERP systems is essential.

Responsibilities

• Serve as the first point of contact for customers via email and WhatsApp.
• Ensure order accuracy and handle product inquiries.
• Work closely with stakeholders to drive positive outcomes.

Skills

B2B customer service experience

Fluent in English

Proficient in Mandarin

Excel proficiency

Familiar with ERP Systems

Tools

Alaya

Havi

Bizmann

Job description

Key Responsibilities

• Serve as the first point of contact for Singapore-based customers via email and WhatsApp
• Ensure order accuracy, pricing consistency, and proper documentation
• Handle product inquiries, lead time, pricing, and order-related enquiries
• Handle post-delivery issues such as goods exchange/return requests
• Provide relevant documents (Halal Certificate, Product Specification, Certificate of Analysis, etc.) to customers upon request
• Work closely with internal stakeholders such as Warehouse, Logistics and Sales to drive positive customer outcomes
• Process various backend documents to ensure order, picking and delivery accuracy
• Prepare customer quotations based on approved pricing and input from sales/commercial team
• Manage all types of day-to-day order-related issues, and ensure that such situations are promptly resolved
• Be the Subject Matter Expert in the Customer Service department, assisting junior colleagues in resolved order-related issues
• Match/File Physical Documents
• Interact face-to-face with internal partners (Warehouse, Logistics etc.) to drive operations and satisfactory customer outcomes
• Any other ad-hoc duties as assigned

Requirements

• Minimum 2-4 years of experience in a B2B customer service role, preferably in the Food Service / FMCG sector.
• Fluency in English (verbal and written) is required. Proficiency in Mandarin (verbal and written) is a plus.
• Experience with Excel is required
• Experience with ERP Systems (e.g. Alaya, Havi) is required
• Experience with Order Management Systems (e.g. Bizmann) is a plus
• Working Hours: Mon-Fri 9am-6pm, Sat/Sun 9am-1pm, 5.5-day work week
• Working Location: 457 Jln. Ahmad Ibrahim, Wilmar Foods, Singapore 639933