Senior Customer Service

As the Senior Customer Service and Logistics Manager, APAC, you are part of the APAC Global Operations Team and play a key role in partnering with the APAC commercial and leadership teams.

You are accountable for the overall performance and excellence of frontline customer services, ensuring excellent day-to-day operations and service standards.

Key Responsibilities:

- Lead and develop a high-performing customer service team.
- Collaborate with commercial, global, and regional functional teams.
- Manage open orders and resolve customer issues promptly.
- Lead and coach the team in logistics operation excellence, delivering a cost-effective and right service logistics solution in APAC.
- Drive innovation and process improvements.
- Optimize system enhancements to enhance customer experience and efficiency

**About You**

We’re recruiting a Senior Customer Service & Logistics Manager, APAC, reporting to the Supply Chain Director, based in Singapore.

This role is varied for someone with a strong foundation and experience in managing complex order management, customer complaints, and logistics/supply chain-related queries.

This is a People Manager role where you will lead a team of 6 Customer Service representatives based in Singapore and support the business across the Asia Pacific. You must have strong communication skills to liaise with stakeholders/vendors/customers across the region. You must also have a growth mindset and analytical and problem-solving abilities to work through challenges.

**About Us**

Supported by our 160-year history of ingredient innovation, we partner with customers to provide consumers with healthier and tastier choices when they eat and drink. We are proud that millions of people worldwide consume products containing our ingredients every day.

Through our expertise in sweetening, fortification, and texture, we develop ingredient solutions which reduce sugar, calories, and fat, add fibre and protein, and provide texture and stability in categories including beverages, dairy, bakery, snacks, soups, sauces, and dressings.

We have more than 3,300 employees working in around 58 locations in 39 countries, serving customers across 121 countries. Science, Solutions, Society is our brand promise and how we will achieve our purpose of Transforming Lives Through the Science of Food. By living our purpose, we believe we can successfully grow our business and have a positive impact on society. We live our purpose in three ways, by supporting healthy living, building thriving communities and caring for our planet.

Tate & Lyle is listed on the London Stock Exchange under the symbol TATE.L. American Depositary Receipts trade under TATYY. In the year to 31 March 2024, Tate & Lyle revenue from continuing operations totaled £1.65 billion.

**What You’ll Be Doing**

The main responsibilities of the role will be:

- ** Leadership.** Setting clear team goals, being able to act proactively to ensure smooth team operations and effective collaborations. As a change agent and leader, strong communication skills are vital.
- ** Process development.** Develop and implement standardised processes and procedures across the entire APAC, comprising of North Asia, ASEAN, Australia New Zealand, for all global Customer Services (CS) initiatives.
- ** Continuous Improvement.** Lead cross-functional collaborations to drive business-wide improvements, focusing on customer service and order management enhancements. Work with business partners to identify and implement transformative changes that boost efficiency, productivity, and customer satisfaction.
- ** Logistic Strategy**. Develop, communicate, and execute the logistics strategy and action plan to align with the APAC supply chain strategy and various stakeholders. Streamline logistics processes to reduce costs and improve efficiency.
- ** Logistics expert** with a proven track record in analysis and process improvement, driving warehouse optimization and operational efficiency.
- ** Reduced order lead**times by optimizing picking, packing, and shipping processes within the warehouse facility.
- ** Problem resolution.** Oversees customer issues to ensure effective and long-term resolution of problems.
- ** Troubleshoot orders** requiring special handling and respond to customer inquiries utilising excellent negotiation skills and process knowledge.
- ** Billing risk reporting**:

- Ensure and support accurate and timely reporting to minimize billing errors and discrepancies.
- ** Timely Resolution -**Ensure customer inquiries and issues are resolved promptly and efficiently. Set service level agreements (SLAs) for response and resolution times.
- Prepare management reports to provide a good visibility on **logistics performance and cost efficiency**.
- Act as the primary escalation point of contact for critical cases and ensure timely resolution.
- Drive order fulfilment through effective, timely customer communications concerning order confirmation, shipmen