[MNC] Customer Service Operations Manager (Order Fulfilment & Supply Chain)

Responsibilities

• Lead and supervise a team of Customer Service Representatives to ensure smooth daily operations and high service standards.

• Oversee order processing, order management, and fulfilment activities to ensure accuracy and timely delivery.

• Allocate workloads, manage staffing coverage, and monitor team productivity and performance.

• Provide coaching, training, and guidance to team members to enhance their skills and performance.

• Handle customer enquiries, complaints, and escalations professionally and promptly.

• Coordinate with internal departments to resolve order discrepancies, delivery issues, and service-related matters.

• Monitor key performance indicators (KPIs) and service levels to ensure operational efficiency and customer satisfaction.

• Identify opportunities to improve workflows, streamline processes, and enhance service quality.

• Ensure compliance with established procedures, quality standards, and company policies.

• Maintain accurate operational records and support reporting and audit requirements.

• Ad hoc duties or projects as assigned.

Requirements

• Diploma or Degree in Business, Supply Chain Management, Logistics, Operations Management, or equivalent.

• At least 4 - 6 years of experience in customer service, order management, logistics, or supply chain operations, preferably with supervisory or team leadership experience.

• Experience in managing customer accounts, service standards, and operational targets.

• Familiarity with ERP, Warehouse Management Systems (WMS), or order management systems is an advantage.

Interested candidates who wish to apply for the advertised position, please send in your resume to [email protected]

EA License No: 13C6305

Reg. No.: R24120209 (GAN CHYE SHEN)

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