Senior Customer Service Manager, APAC

As the Senior Customer Service 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 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 -8 Customer Service representatives based in Singapore, China & India, to 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

Tate & Lyle's purpose, Transforming Lives Through the Science of Food, inspires everything we do. Whether it's by making food and drink healthier and tastier; continuously improving how we work; promoting a safe working environment; or making a difference to our local communities, we believe we can successfully grow our business and have a positive impact on society. What is it we do?

Simply put, we make healthy food tastier and tasty food healthier. Our work is driven by consumer health needs and trends, governments desire to build and support healthy communities, and the need for affordable food and nutrition in many parts of the world. We deliver ingredients and solutions to meet all these needs. Our speciality sweeteners and fibres help reduce sugar and calories. Our fibres fortify food and improve digestive health. Our mouthfeel solutions provide texture and shelf life and make food creamy, crispy and stable without all the sugar and fat. Across the globe, we are transforming lives through the science of food. And we need talented and skilled people to help us on this journey.

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.

For more information, please visit  or follow Tate & Lyle on LinkedIn, X (Twitter), Facebook or YouTube 

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, shipment transparency, scheduling, order change, special instructions, freight & distribution.

• Partner with global stakeholder teams to deliver PXO to meet customer expectations and the company's objectives.

EHSQS

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 be based in the Asia Pacific HQ at Biopolis, Singapore (near Buona Vista MRT)

What You'll Have

• Degree in Business Administration / Supply Chain or related discipline.

• 8-10 years of experience in customer service and logistics management roles, preferably in the FMCG industry.

• Proven track record in leading successful logistics operations, including warehouse management, inventory control and transportation.

• Previous working experience in 3PL is preferred.

• Demonstrated expertise in project management and the ability to plan and organise strategic initiatives related to customer service.

• SAP knowledge and experience are a must. (preferably SAP - O2C).

• Requires minimal supervision and can prioritise work to meet deadlines and commitments.

• Proven ability to interpret global customer service programs, policies and procedures and effectively deploy at regional and country levels. 

• Excellent communication skills, including advanced English writing, speaking and comprehension.

• Good MS Office skills, Word, Excel, PPT

• Able to commence work within short notice is highly preferred.

What We Can Offer 

• Base salary + Performance Bonus

• Opportunities to interact with Global teams.

• Comprehensive insurance coverage for you and your family

• Flexible benefits

• Hybrid working arrangement.

• LinkedIn Learning

• Membership in Employee Resource Groups (Professional Women's Network, LGBTQ+, Black Employee Network, Veterans', Mental Health)

• Mental health and well-being support via Mental Health First Aiders & Employee Assistance Program

• Local volunteering opportunities (where applicable)

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Tate & Lyle is an equal opportunity employer, committed to the strength of an inclusive workforce.