Customer Service Manager (Supply Chain Solutions)

Job Summary:

The ideal candidate will have experience in customer service within the pharmaceutical, chemical, or logistics sector, and a passion for team development and process improvement.

Key Responsibilities:

• Manage daily operations of the Customer Care team, ensuring timely and accurate processing of customer enquiries, orders, and service instructions.
• Handle customer complaints and unplanned events effectively, in compliance with Regulatory, QSHE (Quality, Safety, Health & Environment) standards.
• Ensure full adherence to Singapore Customs regulations for all inbound and outbound permit declarations.

• Lead team recruitment, onboarding, and on-the-job training (OJT).
• Conduct performance reviews, provide mentorship, and build team cohesion through coaching and bonding initiatives.
• Assess staff development needs and create individual growth plans.

• Identify operational roadblocks and implement corrective actions to ensure seamless daily execution.
• Drive continuous improvement projects to enhance order fulfillment, service delivery, value-added services, and cost efficiency.
• Collaborate cross-functionally to recommend and implement system or workflow improvements.

• Own and maintain SOPs, Work Instructions, and CAPAs, ensuring timely reviews and updates.
• Represent the customer’s voice by ensuring that KPI reports are accurately prepared and delivered as per client requirements.
• Attend monthly management meetings to present updates on KPIs, cost-saving measures, and project implementation status.

• Support the Risk Assessment (RA) Leader in identifying workplace hazards and implementing control measures.
• Promote compliance with workplace safety, environmental sustainability practices, and corporate social responsibility initiatives.
• Ensure team awareness and competence in handling environmental impacts based on proper training and guidance.

• Approve staff leave and expense claims in accordance with company policy.
• Conduct performance reviews and recommend promotions or disciplinary actions, in coordination with HR and senior management.
• Lead candidate interviews and make employment offers (Executive level and below) jointly with HR.

Requirements:

• Diploma or Degree in Business, Supply Chain or Logistics.

• Minimum of 10 years in customer service within the pharmaceutical, chemical, or logistics industry.
• Proven leadership experience in managing and developing high-performance teams in a regulated environment.

• Strong team management and delegation skills, especially under time-sensitive conditions.
• Excellent communication and interpersonal skills with the ability to inspire, motivate, and professionally engage with internal and external stakeholders.
• High-level problem-solving, conflict resolution, and decision-making skills.
• Data-driven mindset with strong analytical abilities to drive process improvement.
• Proficiency in Microsoft Office Suite and SAP system.
• Ability to remain calm and focused under organizational transformation.