As Customer Service Manager (12-month Contract), you are part of the APAC Global Operations Team.

You support the business strategy; responsibilities include preparing strategic presentations, managing projects (related to M&A integration) and analysis to support executive in decision-making. You will assist the Snr Customer Service & Logistics Manager, APAC in managing the overall performance and excellence of frontline customer services team, ensuring excellent day-to-day operations and maintaining service standards,

About You

We're recruiting a Customer Service Manager (12-month contract) reporting to the Snr Customer Service & Logistics Manager, APAC based in Singapore.

This role is varied for someone with a strong foundation and experience in managing complex order management, customer complaints, and managing process improvement (M&A integration processes) projects.

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 around the world consume products containing our ingredients every day.

Through our expertise in sweetening, fortication, and texture, we develop ingredient solutions which reduce sugar, calories, and fat, add bre 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. For more information, please visit www.tateandlyle.com 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. Set and support clear team goals, able to act proactively to ensure smooth team operations and effective collaborations. As change agent and leader, strong communication skills are vital.
Process development. Develop and implement standardised process and procedures across the entire APAC comprises of North Asia, ASEAN, Australia New Zealand and China for all global CS initiatives.
Continuous Improvement. Lead cross-functional collaborations to drive business-wide improvements, focusing on customer service, order management and lean logistics 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.
Billing risk reporting- Ensure and supports 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.
Streamline logistics processes to reduce costs and improve efficiency.
Prepare management reports to provide a good visibility on logistics performance and cost efficiency.
Analyse performance metrics, identify bottlenecks, and implement corrective actions to drive continuous improvement.
Act as primary escalation point of contact for critical cases and ensure timely resolution.
Drive order fulfillment through effective, timely customer communications with regards to order confirmation, shipment transparency, scheduling, order change, special instructions, freight & distribution.
Partner with global stakeholder teams to deliver PXO to meet customer expectations and company's objectives.

EHS

Perform, Maintain and improve the EHS standard 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, logistics management role, preferably in in FMCG industry.
Proven track record in leading successful logistics operation, 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 organize strategic initiatives related to customer service.
Experience in using data analytics tools & knowledgeable in power BI.
SAP knowledge and experience is a must. (preferably SAP - O2C).
Requires minimal supervision and is able to prioritise on work to meet deadlines and commitments.
Proven ability to interpret global customer service programs, policies and procedures and effectively deploy at regional and country level.
Excellent communication skills including advanced English writing, speaking and comprehension.
Good MS Office skills, Word, Excel, PPT
Able to commence work within short notice.

What We Can Offer

Base salary + Completion 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)

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