As Customer Service Team Lead, you have the opportunity to be part of the Global Operations – Customer Service team and support our APAC (excluding China) customers.
This support includes end-to-end order management (order entry, checking on shipment, product allocation, and complaint management). You will manage and lead a team of 2 CSR.
About You
We’re looking to recruit an experienced Customer Service Team Lead reporting to the Customer Service & Logistics Manager based in Singapore. You will be part of the APAC Customer Service team and together, you will partner with your stakeholders to ensure customer service excellence.
This is a varied role for a person who has a strong grounding in order management, people management, excellent customer service plus communications skills.
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, fortification, and texture, we develop ingredient solutions which reduce sugar, calories, and fat, add fibre 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
- Process order entries, ensure that these entries are accurate, issue timely invoices, and actively correspond with customers on delivery/service status in APAC.
- Prepare shipment documents, and liaise with forwarders to ensure delivery of outgoing shipments is timely
- Liaise with internal departments as and when urgent orders are required and provide post-delivery support to overseas customers to ensure maximum customer satisfaction.
- Handle sales inquiries by coordinating pricing and product issues with the country sales managers and responding to customers' inquiries
- Co-ordinate the complete process with the appropriate Supply Chain, Production & Finance department
- Pro-active contact with customers / Forecast follow-up for current quarter activities / Set-up and follow-up of improvement actions defined during meetings
- Manage claims, returns, and refusals from the customers appropriately. Follow through with the investigation and closure of complaints.
- Ensure logistics operational procedures are observed and complied with
- Review work processes for continuous improvement
- Coach and lead CSR, enhancing their skills and capabilities
- May assist in other areas or perform duties as required
EHS
- 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 our APAC head office located in Biopolis, Singapore.
What You’ll have
- Diploma / Degree in any discipline
- Minimum 5 years experience in chemicals or food ingredients industry with at least 2 years in the capacity of managing a small team
- Excellent verbal and written communication skills
- Experience with SAP – CS module
- Team player
- Ability to follow through and work under tight deadlines
- Tenacity to work on complex projects and manage multiple stakeholders
What We Can Offer
- Base salary with AWS + Performance Bonus
- Medical & Hospital Insurance coverage
- Flexible benefits
- LinkedIn Learning
- Hybrid working arrangement
- Membership to 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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