Service, Supply Chain & Customer Operations Manager

Job Description

• Lead and manage customer service, order processing and warehouse operations to ensure seamless end-to-end fulfilment and high service reliability
• Oversee daily handling of customer enquiries, order management and issue resolution, ensuring prompt, accurate and professional responses across all channels
• Drive excellence in customer experience across all touchpoints, maintaining high standards of responsiveness, accuracy and service quality
• Establish, monitor and continuously improve key service KPIs, including response times, order accuracy and complaint resolution
• Manage escalations from retail partners and internal stakeholders, ensuring timely and effective resolution
• Oversee logistics and distribution operations, coordinating with third-party logistics providers, warehouses and internal teams to ensure efficient inbound and outbound flows
• Ensure compliance with shipping regulations, customs requirements and local legal standards
• Optimize transportation, warehousing and distribution processes to enhance efficiency and reduce operational costs
• Manage inventory control, including stock accuracy, stocktaking and inventory optimization
• Monitor delivery performance, resolve logistics issues and drive continuous improvement through data-driven insights and technology adoption
• Drive process excellence across the end-to-end supply chain, ensuring standardization, efficiency and compliance with internal policies
• Ensure effective utilization of systems and tools (e.g. ERP, CRM and planning platforms) for order management, inventory control and reporting
• Develop and maintain regular operational reports and dashboards, covering service levels, inventory performance and forecast accuracy
• Identify and implement process improvements, including digitalization and automation initiatives in collaboration with regional or global teams
• Lead, develop and coach the customer service and supply chain team, fostering a culture of accountability, collaboration and continuous improvement
• Define clear roles, objectives and performance metrics, conducting regular performance reviews and supporting capability development
• Collaborate closely with Sales, Marketing, Finance and other functions to align on forecasts, campaigns and customer requirements
• Ensure full compliance with internal quality standards, company policies and regulatory requirements
• Support audits, certifications and internal controls as required
• Identify operational risks across service and supply chain functions, implementing mitigation plans and business continuity measures

Qualification

• Bachelor’s degree (or equivalent) in Supply Chain Management, Operations Management, Business Administration or a related field
• Minimum of 6 years’ experience in operations, supply chain, logistics or customer service management
• Strong customer-centric mindset, with proven ability to build and maintain effective relationships with both internal and external stakeholders
• Prior experience within the optical, healthcare or related industry would be advantageous
• Solid understanding of supply chain operations, including warehousing, distribution, last-mile delivery and third-party logistics management
• Experience in customer service management, including order processing, CRM systems, service recovery and escalation handling
• Strong knowledge of inventory management, demand planning and operational workflow optimization
• Familiarity with process improvement methodologies and the use of systems (e.g. ERP, CRM) to enhance operational efficiency
• Analytical capability with experience interpreting KPIs, operational data and performance dashboards to support decision-making
• Proven leadership experience, with the ability to manage, coach and develop teams effectively
• Strong organizational and problem-solving skills, with the ability to manage multiple priorities in a fast-paced environment
• Good understanding of compliance, quality standards and risk management within operations
• Excellent communication skills in English, both written and spoken
• Proficient in Microsoft Office applications
• Obtain a valid driver's license and own a car