Customer Service Manager, Apac

As 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 team.

This position is accountable for the overall performance and excellence of frontline customer services, ensuring excellent day-to-day operations and service standards. Key duties include leading and developing a high-performing team, collaborating with commercial, global and regional functional teams, managing open orders, implementing customer service strategies, driving innovation and process improvements and optimizing system enhancements to enhance customer experience and efficiency

**About You**

We’re recruiting a 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 Customer Service based in Singapore and support the business across Asia Pacific. You must have strong communication skills to liaise with stakeholders/vendors/customers across the Asia Pacific region. You must 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 in our local communities, we believe we can successfully grow our business and have a positive impact on society.

**What You’ll Be Doing**

The main responsibilities of the role will be:

- ** Team leadership.** Providing coaching & leadership to all of the CSRs based in Singapore
- ** Team development.** Developing and implementing staff training and development plans, including undertaking Training Needs Analysis.
- ** 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.
- ** 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.
- ** Timely Resolution - **Ensure customer inquiries and issues are resolved promptly and efficiently. Set service level agreements (SLAs) for response and resolution times.
- Act as 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.
- Monitor and report on programs and procedures to ensure on-time delivery and customer satisfaction.
- Set performance metrics to meet Customer Service KPIs and provide mentoring and coaching to CS Representatives and teams to achieve excellence in CS.
- Provide clear and timely feedback on service failures or customer concerns.
- Liaise with the Operations Team to ensure timely and accurate information on order status and/or changes are provided to the customers.
- Undertake any relevant tasks as may be directed by the superior from time to time.

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.
- A minimum of 10 years’ experience in logistics/supply chain/customer service in a chemical or food-related industry.
- Previous managerial experience with advanced skills in information analysis, decision-making, prioritization and multi-tasking.
- Proven experience leading and developing customer/client service-focused teams from different cultures with varying levels of expertise.
- Proven ability to interpret global customer service programs, policies and procedures and effectively deploy at regional and country levels.
- Excellent communication skills.
- In-depth working knowledge of management information systems and pro