The Head of Customer Service & Logistics APAC is a leadership role within a dynamic and international Supply Chain Management team based in Singapore. This position acts as the primary interface for distributors and co-packing partners, while also serving as the central order management contact for production countries supplying the APAC region
In addition, the role is responsible for managing and optimizing logistics activities across the APAC organization, while ensuring close coordination and alignment with the company's global logistics function based in Germany. The position is accountable for leading and developing the Customer Service & Logistics team, ensuring operational excellence, high service levels, and continuous performance improvement.
This position reports to the Director Supply Chain Management APAC
Employee supervision: Yes, up to 5 team members
Key Responsibilities
- Lead, develop, and motivate the Customer Service & Logistics team, setting clear objectives and fostering a positive culture within Customer Service & Logistics.
- Design and continuously improve processes within the Customer Service & Logistics function to ensure achievement of business goals and operational efficiency.
- Ensure compliance with regulatory and legal requirements, proactively identifying and mitigating risks.
- Drive continuous improvement and change initiatives across customer service and logistics operations.
- Act as the primary contact for customers, in charge of order management, including issue resolution, customer communication, credit notes, and complaint handling.
- Responsible for order management and the resulting coordination with production countries.
- Manage external co-packing partners across the APAC region, ensuring performance, quality, and cost efficiency.
- Handle major customer complaints and critical incidents in a structured and solution-oriented manner.
- Ensure quality, accuracy, and consistency across all customer service and logistics activities.
- Oversee logistics activities (e.g. Container Forecasting based on latest Sales Forecast, Freight Auditing) across APAC, ensuring alignment with sourcing production sites and global logistics.
- Monitor and report KPI reports
- Collaborate closely with internal and external stakeholders
Key Qualifications
- University degree in Business Administration, Supply Chain, Logistics, or a related field
- More than 8 years of professional experience in Customer Service or Logistics, including at least 3 years in a people management role
- Experience in FMCG or confectionery industry within a multinational corporate environment
- Strong understanding of customer service and logistics operations in an international setup
- Experience in managing external co-packing partners and related operational performance
- Proven leadership skills with the ability to motivate teams
- Strong interpersonal, communication, and negotiation skills
- Confident in cross-functional collaboration and operational decision-making
- Analytical mindset with a structured, solution-oriented and results-driven approach
- High level of self-awareness, resilience, and emotional intelligence
- Strong organizational skills with the ability to prioritize, and manage time effectively
- Experience in driving process improvements and operational change initiatives
- Hands-on, execution-driven working style with a strong sense of ownership
