Job Title: Customer Service Manager

Location: Singapore
Industry: Medical Devices Technology
Reporting to: Senior Manager, Customer Service

Job Overview

We are seeking a highly motivated and experienced Customer Service Manager to oversee our end-to-end order fulfilment and billing process for the Asia-Pacific region. As the key point of contact for order management, you will ensure timely and accurate order processing, smooth billing operations, and clear communication across internal teams. You will also deliver revenue performance analysis to support strategic decision-making. This role requires strong leadership skills and a commitment to maintaining compliance with corporate policies and international regulations.

Key Responsibilities

Team Leadership and Performance Management:

Lead the Customer Service team to achieve corporate and departmental objectives.
Establish goals and monitor performance through regular reviews.
Manage workload distribution and support business contingency planning.
Mentor, coach, and empower team members, fostering a collaborative and high-performing culture.
Remove barriers, resolve conflicts, and drive accountability within the team.
Communicate, review, and monitor performance against established metrics, policies, procedures, and goals.
Ensure a safe, compliant, and ethical work environment for all team members.

Training and Development:

Ensure team members are well-trained in SOPs, compliance requirements, and job responsibilities.
Identify learning opportunities and provide relevant training for continuous development.
Oversee the execution of mandatory training for direct reports.

Cross-functional Collaboration and Compliance:

Collaborate with other departments to develop and implement regional solutions.
Identify, participate in, and drive system and process improvement initiatives.
Communicate requirements effectively to internal and external stakeholders.
Maintain knowledge of and ensure compliance with company policies, local labor, safety, and ethics regulations.
Support all internal and external audits as required.

SAP and Operational Responsibilities:

Update and maintain the SAP Material Master.
Manage contract filing and preserve records in the SAP Contract Management system.
Oversee SAP pricing control to ensure accuracy through regular updates.
Coordinate the annual Customer Feedback Survey.
Follow up on timely billing cut-off processes.
Generate monthly and yearly reports as required.

Specific Responsibilities:

• Implement SOPs for the end-to-end order fulfillment and billing process.
• Act as the key point of contact for order management issues, including escalations, ensuring timely resolution.
• Proactively address challenges and delays in order management.
• Ensure compliance with established SOPs by setting clear guidelines and operational frameworks.
• Support the Customer Service and Sales teams on monthly/quarterly billing timelines.
• Analyze process deficiencies, identify root causes, and collaborate on solutions to bridge gaps and drive process improvements.
• Provide regular reporting and updates on the order management process to relevant stakeholders.

Requirements

• Relevant Bachelor's degree in any discipline with more than 5 years of similar experience.
• At least 2-3 years of supervisory experience managing a team of 5.
• Experienced in SAP SD module with knowledge of Order Management and Consignment Business. Knowledge of Letter of Credit is an added advantage.
• High level of integrity and ability to work under pressure and deliver within work schedules.
• Strong interpersonal skills to build rapport across different functions.
• Meticulous attention to detail and well-organized work routines.
• Self-motivated and proactive in identifying and solving issues.
• Good command of English and skilled at delivering clear and concise messages.
• Ability to identify problems, facilitate solution brainstorming, and support decision-making.

If you are keen to have a preliminary chat, please send your CV directly to gabriel@adabagroup.com

The data collected is strictly used for recruitment purposes only and will be treated with the utmost confidence. Your profile will also be sent out only after you have given your consent.

Adaba Pte Ltd
EA Licence: 25C2727