Customer Service Operations Manager (Customer Service, Order Management)

• Lead, manage, and oversee the daily operations of the customer support team to achieve high levels of customer satisfaction and operational efficiency.
• Ensure professional and timely handling of customer enquiries, orders, quotations, service requests, concerns, and escalations.
• Communicate proactively with customers and internal stakeholders on order status, shipment updates, potential risks, and recommendations.
• Drive continuous improvement initiatives to enhance service processes, workflows, and overall service quality.
• Coordinate closely with internal departments to ensure timely order fulfilment and effective resolution of customer issues.
• Build and maintain strong relationships with customers, internal stakeholders, and management.
• Maintain accurate customer records, reports, and operational documentation.
• Ensure compliance with company policies, quality standards, and regulatory requirements.

Requirements:

• Diploma or Degree in Business Administration, Engineering, Operations Management, or a related discipline.
• Minimum 5 years of relevant experience in a supervisory, managerial, or leadership capacity within customer support, customer service, sales support, order management, or related functions.
• Experience in the machinery, equipment, manufacturing, engineering, semiconductor, electronics, or technical service industry will be advantageous.
• Strong communication, interpersonal, and stakeholder management skills.
• Customer-focused with a strong service mindset.
• Proven leadership and people management capabilities.
• Strong problem-solving, decision-making, and conflict resolution skills.

Reg. No.: R23117344 (Tiong Tian Ho)

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