Customer Service

Work travel locations:
China, Philippines, Vietnam, Indonesia

About the company:
The company is a fast-growing, entrepreneurial international business with operations across multiple global hubs. Its purpose is to serve underserved markets, consumers, channels, and brands, working in close partnership with regional Business Units and Business Groups. The headquarters is based in Singapore, with a strong international footprint.

Job Purpose

This role is responsible for managing
Customer Service and Supply Planning
for the
Partnership ANZ and China business
, including oversight of customer service operations, supply planning, and New Product Developments (NPDs).

Customer Service & Logistics

• Manage the complete
  Order-to-Delivery
  cycle for Partnership ANZ & GC business.
• Lead supply chain customer service operations with a focus on increasing customer satisfaction and strengthening collaboration with customer supply chain teams.
• Manage order service level KPIs.
• Track secondary sales and market inventory closely with Business Development Managers and Distributors.
• Highlight and escalate supply plan gaps and shipping document delays that may impact order/delivery service level KPIs.
• Accountable for resolving supply delays, document errors, and shortage/damage claims.
• Prepare MIS reports on a monthly and quarterly basis covering open orders, supply plans, sales, ambition, and supply chain service rate.
• Liaise with Sales, Marketing, and Commercial Operations to drive monthly Demand Reviews and weekly DSR meetings, focusing on improving SR, FA, and FB.
• Coordinate with Logistics and Global Freight Procurement teams for new lane creation.
• Monitor import shipments and ensure on-time delivery of documents to customers (KPI: DOTIF).
• Ensure accuracy of shipping documents as per agreed CSI (Customer Shipping Information).
• Resolve shipment clearance issues at ports, ensuring no demurrage or detention.
• Drive import logistics optimization and cost reduction initiatives.

Supply Planning & NPDs

• Responsible for production and supply planning for partnership-dedicated manufacturing sites in Vietnam and China.
• Prepare weekly supply plan reports against open orders and update systems accordingly.
• Collaborate with stakeholders to finalize production plans across multiple product codes to meet required delivery dates.
• Work closely with Procurement teams to ensure quarterly forecasts are shared with suppliers to secure raw and packaging material availability.
• Ensure smooth flow of raw materials and finished goods to meet delivery commitments.
• Conduct monthly DSR analysis, including mold and factory capacity planning.
• Monitor manufacturing plan compliance and work collaboratively with factories to achieve 100% compliance.
• Responsible for delivering manufacturing site–level service rate targets.
• Business partner with Finance and Procurement to drive transfer price optimization through accurate forecasting, information sharing, and savings initiatives across Partnership ANZ & GC portfolios.
• Drive and support Partnership ANZ & GC NPDs, ensuring smooth execution of transition projects without impacting service levels and minimizing SLOB risks.

KEY REQUIREMENTS:

• MBA or Engineering graduate with
  7–9 years of experience
  in Supply Chain Operations.
• Strong business orientation with the ability to enable sales growth.
• Excellent written and verbal communication skills.
• Ability to communicate effectively across diverse cultural backgrounds and functional areas.
• Strong cross-functional collaboration and stakeholder management skills.
• Experience in Project Management and proficiency in
  MS Project
  .