Sales Operations & Customer Service Manager

Key Responsibilities
A. Order & Delivery Operations
Manage and provide day-to-day oversight of the Sales Admin team, ensuring smooth handling of customer enquiries, sales orders, tax invoices, delivery coordination, warehouse liaison, and orders received via customer portals, email, fax, WhatsApp, walk-in, and call-in channels
Ensure order accuracy, on-time-in-full (OTIF) performance, and timely resolution of order and delivery exceptions
Oversee the tofu export business ordering process and delivery handling through the Sales Admin team, ensuring export customer orders are processed accurately, delivery requirements are coordinated with warehouse/logistics, and shipment-related issues are followed through to resolution
Ensure adequate backup and deputy coverage within the team so that order processing, invoicing, e-invoicing, shipping documentation, and customer service activities continue without disruption during staff absence or peak workload periods
B. Van Sales Operations Oversight
Oversee day-to-day van sales operations through the supervisors and representatives including route planning, coverage discipline, daily deployment, outlet service levels, and field issue resolution
Coordinate stock allocation, van inventory controls, fleet usage, and delivery readiness to support on-time service and profitable SKU execution in the van sales channel
Lead the van sales module workstream for SAP implementation as the Sales & Marketing business representative, translating field sales requirements into system design, validating workflows, coordinating user acceptance testing, and supporting go-live adoption across van sales users
C. Service-Level & Customer Satisfaction Management
Design and maintain service-level KPI tracking across customers, beverage distributors, and tofu export customers
Conduct regular customer and distributor satisfaction reviews, reporting findings to Head of Sales & Marketing
Own the Singapore + Malaysia and other ASEAN distributor performance scorecard, including the KPIs on service level, OTIF and customer satisfaction.
D. Process & Reporting
Build and maintain dashboards and reports on order fulfillment, service levels, and distributor performance for leadership review
Identify and drive process improvements across the order-to-cash cycle
Oversee sales data administration, including verification of tax invoices, CSV data accuracy checks, downloading data from Simplr, and uploading validated sales data into NAV
Provide operational oversight of distributors’ purchase order processing, intercompany sales order creation, shipment coordination, and preparation of shipping documents for product source-related transactions.
Supervise export invoicing support for DEX and ASEAN shipments, ensuring tax invoices and supporting documents are issued accurately and on time

Requirements
Education:

Bachelor’s degree in Business, Supply Chain, or a related field
Experience:

5+ years in sales operations, customer service, or order management, ideally within FMCG
Skills:

Strong analytical and process orientation; hands-on coordination of order fulfillment, route operations, inventory control, and customer service workflows; excellent stakeholder management across internal teams and external distributor/customer parties; ability to represent Sales & Marketing business requirements in system implementation projects, including SAP van sales module design, testing, training, and change adoption

Tagged as: Change Management