Pr à United States

Job Purpose

To lead and support the daily operations of the Singapore Customer Service team, ensuring accurate order processing, timely delivery coordination, effective communication with customers, and continuous improvement of service standards. The role also oversees sales order processes and acts as a key escalation point for service-related matters.

Key Responsibilities

Leadership & Supervision

• Supervise and guide the Singapore Customer Service team, providing coaching, feedback, and ensuring efficient task execution.
• Oversee and verify CS tasks to ensure accuracy; approve completed transactions and provide corrective actions where needed.
• Provide work instructions and implement process improvements among customer service staff.
• Monitor team performance and assist the CS Manager in evaluations and reporting.

Sales Order & Inventory Coordination

• Process Sales Orders for all customer Purchase Orders.
• Coordinate with Sales and Purchasing teams on container load and safety stock planning to meet customer delivery requirements.
• Monitor incoming stock and notify customers of allocation for delivery scheduling.

Order Fulfilment & Documentation

• Prepare Delivery Orders, Invoices, Credit Notes, shipping documents for export orders, repacking orders, and Consignment Notes.
• Liaise with the Logistics Department for timely delivery coordination.
• Ensure documentation complies with internal SOPs and customer requirements.

Customer Relationship & Issue Resolution

• Collaborate with Account Managers to handle customer complaints and escalate issues to relevant departments.
• Follow up with QA on corrective and preventive actions to ensure proper closure.
• Communicate directly with key customers on service-related matters and ensure prompt resolution.
• Conduct regular business reviews with key customers to evaluate service levels and support adequacy.

Process & Stakeholder Management

• Identify and address order processing challenges; work with stakeholders to make decisions and resolve issues.
• Attend and conduct internal and external meetings, including training sessions.
• Review and update SOPs to align with current workflows and compliance requirements.
• Prepare reports and documentation to support internal and external meetings.

Other Responsibilities

• Ensure adherence to cleanroom service requirements and customer-specific product conditions.
• Collaborate with Sales, Logistics, QA, and other departments to ensure streamlined service performance.
• Perform any other duties as assigned by Management.

Requirements

• Open to Singaporean or PR Holders
• Diploma or Degree in Business Administration, Supply Chain, or a related field.
• 3–5 years of customer service experience, including 1–2 years in a supervisory or leadership role.
• Familiarity with cleanroom consumables or contamination control products is an added advantage.
• Strong communication, coordination, and problem-solving abilities.
• Proficient in Microsoft Office and ERP systems (e.g., JDE, SAP).
• Ability to multitask, manage deadlines, and adapt in a dynamic environment.