Customer Service Team Lead (Food Wholesaler and Distributor)

• Located at Jurong
• Basic Up to $3,160 (with AWS)
• Any 5 Days from Monday to Sunday, including Public Holidays on a rotating schedule based on operational needs

• Reputable food-supply and distribution MNC serving hotels, cafés & restaurants
• Opportunity to lead and mentor a growing customer service team
• Supportive environment promoting continuous learning and teamwork

Job Summary

You will lead and guide the Customer Service team to uphold service excellence standards, ensure workflow compliance, and foster strong cross-department collaboration. The role involves supervision, performance coaching, and continuous process improvement to ensure high customer satisfaction.

Key Responsibilities

• Supervise day-to-day customer service activities to ensure accuracy in order processing and timely response to enquiries.
• Manage customer feedback and complaints professionally, providing effective resolutions and maintaining strong relationships.
• Ensure compliance with company policies and service SOPs.
• Support the team in handling orders via email, phone, and WhatsApp channels.
• Oversee fair duty rotations and ensure smooth daily operations.
• Identify improvement areas and implement initiatives to enhance service quality.

• Provide on-the-job training and mentorship for new hires.
• Manage manpower resources, rosters, and contingency planning during absences or festive periods.
• Conduct performance reviews, offer constructive feedback, and support staff development.

• Prepare and analyze manpower, attendance, and performance reports to support operational planning.
• Perform other ad-hoc duties as assigned by the superior.

• Minimum Diploma in Business Administration or an equivalent qualification.
• At least 3 years of relevant experience in leading a team and providing coaching or guidance.
• Strong leadership and problem-solving abilities.
• Able to work independently and take initiative.

Applicants who possess relevant experience for the above responsibilities are most welcome to apply. If you do not possess the above experience, your application will still be considered on individual merits and you may be contacted for other opportunities.

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Kuan Mei Yang

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