Customer Service Manager

The Opportunity:Adecco is partnering with an established organization within the FMCG sector and we are looking for a Customer Service Manager to lead its customer service operations in Singapore. This is a hands-on leadership role responsible for overseeing end-to-end order management, strengthening service standards, improving operational processes, and ensuring effective manpower coverage within the team.Full-time, permanent opportunityWork location: West region (company transport provided)Work Days: Mon-Sat (5.5 days work week, Sat WFH) The Job:Manage the Customer Service function and ensure smooth daily operations across the team.Oversee customer orders from processing through delivery, including follow-up on any service or fulfilment issues.Handle escalated cases and work with relevant teams to resolve customer concerns promptly.Plan team resources and work schedules to maintain adequate operational coverage.Identify gaps in current processes and introduce improvements to enhance efficiency and service quality.Develop the team through coaching, performance management, and ongoing capability building.Collaborate with internal and external stakeholders to support effective order fulfilment.Monitor key service metrics and use operational trends to support improvement initiatives and business decisions. The Talent:8+ years of customer service / order management experience, with prior people management expertise.Background in FMCG, food distribution, retail, wholesale or similar high-volume environments is highly advantageous.Strong leadership, stakeholder management and problem-solving skills.Experience with ERP systems such as SAP and Microsoft Excel.Ability to function well in a fast-paced, high-volume operational environment.Demonstrated experience leading teams through change, including improving processes, raising performance standards, and driving adoption of new ways of working.