Customer Service Team Lead

As Customer Service Team Lead, you have the opportunity to be part of the Global Operations – Customer Service team and support our APAC (excluding China) customers.

This support includes end-to-end order management (order entry, checking on shipment, product allocation, and complaint management). You will manage and lead a team of 2 CSR.

About You

We’re looking to recruit an experienced Customer Service Team Lead reporting to the Customer Service & Logistics Manager based in Singapore. You will be part of the APAC Customer Service team and together, you will partner with your stakeholders to ensure customer service excellence.

This is a varied role for a person who has a strong grounding in order management, people management, excellent customer service plus communications skills.

What You’ll Be Doing

1. Process order entries, ensure that these entries are accurate, issue timely invoices, and actively correspond with customers on delivery/service status in APAC.
2. Prepare shipment documents, and liaise with forwarders to ensure delivery of outgoing shipments is timely.
3. Liaise with internal departments as and when urgent orders are required and provide post-delivery support to overseas customers to ensure maximum customer satisfaction.
4. Handle sales inquiries by coordinating pricing and product issues with the country sales managers and responding to customers' inquiries.
5. Co-ordinate the complete process with the appropriate Supply Chain, Production & Finance department.
6. Pro-active contact with customers / Forecast follow-up for current quarter activities / Set-up and follow-up of improvement actions defined during meetings.
7. Manage claims, returns, and refusals from the customers appropriately. Follow through with the investigation and closure of complaints.
8. Ensure logistics operational procedures are observed and complied with.
9. Review work processes for continuous improvement.
10. Coach and lead CSR, enhancing their skills and capabilities.
11. May assist in other areas or perform duties as required.

EHS

1. Perform, maintain and improve the EHS standards and requirements as set by the Company. Participate in the company’s EHS program including training, audit etc., arranged by the company.

Location

This role is assigned to our APAC head office located in Biopolis, Singapore.

What You’ll Have

1. Diploma / Degree in any discipline.
2. Minimum 5 years experience in chemicals or food ingredients industry with at least 2 years in the capacity of managing a small team.
3. Excellent verbal and written communication skills.
4. Experience with SAP – CS module.
5. Team player.
6. Ability to follow through and work under tight deadlines.
7. Tenacity to work on complex projects and manage multiple stakeholders.

What We Can Offer

1. Base salary with AWS + Performance Bonus.
2. Medical & Hospital Insurance coverage.
3. Flexible benefits.
4. LinkedIn Learning.
5. Hybrid working arrangement.
6. Membership to Employee Resource Groups (Professional Women’s Network, LGBTQ+, Black Employee Network, Veterans’, Mental Health).
7. Mental health and well-being support via Mental Health First Aiders & Employee Assistance Program.
8. Local volunteering opportunities (where applicable).