Job Description

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 [Confidential Information]

EA License No: 13C6305

Reg. No.: R24120209 (GAN CHYE SHEN)

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