Kerja Sepenuh Masa Ops and Admin Manager, Gaji tinggi SGD 3,500 di Sum Capital Partners Pte Ltd Southwest (Singapore) - Maukerja

We are looking for an Operations & Customer Coordination Manager to act as the main communication and coordination point between our customers and our internal operations team.

The primary responsibility of this role is to ensure that customer requirements are clearly communicated to the warehouse and operations teams, operational issues are followed up promptly, and customers receive accurate and timely updates.

This person will sit between the customer and the operation. You will need to understand what the customer requires, translate those requirements into clear operational instructions, monitor execution, and ensure that any problems are resolved quickly.

This is an important role within our logistics and 3PL operation. The successful candidate must be highly organized, responsive, comfortable handling multiple customer accounts, and able to coordinate effectively with warehouse supervisors, fulfilment teams, transport providers, and management.

Key Responsibilities

Customer & Operations Coordination

• Act as the main day-to-day point of contact between customers and the operations team.
• Receive customer requests, instructions, changes, and operational requirements.
• Translate customer requirements into clear instructions for the warehouse and fulfilment teams.
• Ensure operational teams understand customer-specific requirements, cut-off times, packing instructions, delivery requirements, and special handling procedures.
• Follow up with operations to ensure customer requests are completed correctly and on time.
• Provide customers with timely updates regarding inbound shipments, orders, inventory, fulfilment, deliveries, returns, and operational issues.
• Coordinate urgent requests and ensure they are prioritized appropriately.
• Manage communication when there are delays, stock discrepancies, damaged goods, missed orders, delivery issues, or other exceptions.
• Ensure issues are not simply passed between departments but are followed through until fully resolved.
• Escalate important operational or customer issues to management when necessary.

Customer Account Management

• Manage the day-to-day operational requirements of assigned customer accounts.
• Understand each customer's business, products, fulfilment requirements, and service expectations.
• Maintain customer-specific SOPs, packing instructions, shipping requirements, and operational procedures.
• Ensure new customer requirements or changes are communicated and implemented correctly.
• Support the onboarding of new customers into the warehouse and fulfilment operation.
• Coordinate stock arrivals, product setup, SKU information, system setup, and operational requirements for new customers.
• Conduct regular follow-ups with customers regarding outstanding matters.
• Identify recurring customer issues and work with operations to prevent them from happening again.

Order & Fulfilment Coordination

• Monitor daily customer orders and fulfilment progress.
• Coordinate with warehouse teams regarding picking, packing, dispatch, and delivery.
• Monitor order cut-off times and ensure urgent or priority orders are communicated properly.
• Follow up on orders that are delayed, incomplete, rejected, or require special handling.
• Coordinate order amendments and cancellations with operations.
• Ensure customers are informed quickly when an order cannot be fulfilled as expected.
• Assist in coordinating high-volume periods, promotions, campaigns, and major customer sales events.

Inbound & Inventory Coordination

• Coordinate incoming stock deliveries between customers and warehouse operations.
• Ensure customers provide the necessary inbound information and documentation before stock arrives.
• Communicate expected delivery dates, quantities, SKUs, and special handling requirements to the warehouse.
• Follow up on inbound receiving status and update customers accordingly.
• Coordinate stock discrepancies, shortages, excess stock, damaged goods, and incorrect items.
• Assist with inventory investigations and stock reconciliation.
• Coordinate stock counts and inventory checks when requested by customers.

Issue Resolution

• Take ownership of customer operational issues from start to finish.
• Investigate problems together with warehouse supervisors and operations staff.
• Gather the necessary information before responding to customers.
• Ensure customers receive clear explanations and proposed solutions.
• Track unresolved matters and follow up until closure.
• Maintain records of recurring problems and identify areas for operational improvement.
• Assist management in determining the root cause of major service failures.

Internal Operations Coordination

• Work closely with warehouse supervisors, pickers, packers, inventory staff, transport teams, and management.
• Communicate customer priorities and operational deadlines clearly.
• Ensure different departments are aligned on customer requirements.
• Participate in daily operational planning where required.
• Highlight expected increases in order volume, inbound volume, promotions, or special projects to the operations team in advance.
• Assist management in improving communication between the office, customer service, and warehouse teams.

Administration & Reporting

• Maintain accurate records of customer requests, operational issues, and resolutions.
• Maintain customer SOPs and account documentation.
• Prepare customer and operational reports when required.
• Monitor outstanding tasks and ensure follow-up actions are completed.
• Maintain records relating to inbound shipments, inventory issues, orders, returns, and deliveries.
• Assist with preparing monthly service reports or customer review information.
• Support billing verification by checking operational activities where necessary.

Key Performance Indicators

Performance for this position may be measured based on:

• Customer response time
• Speed of issue resolution
• Order fulfilment accuracy
• On-time order processing
• Accuracy of communication between customers and operations
• Number of unresolved or overdue customer issues
• Reduction in recurring operational problems
• Customer satisfaction
• Accuracy of customer SOP implementation
• Inbound and inventory issue resolution time
• Ability to ensure customer requests are completed correctly and on time

Requirements

• Strong communication and coordination skills.
• Able to communicate clearly with both customers and warehouse staff.
• Strong organizational and follow-up skills.
• Able to manage multiple customer accounts and requests simultaneously.
• Comfortable working in a fast-paced logistics environment.
• Strong problem-solving skills.
• Good Microsoft Excel or Google Sheets skills.
• Comfortable using warehouse management systems, order management systems, and other operational software.
• Good written and verbal English.
• Strong attention to detail.
• Able to work independently and take ownership of problems.

Ideal Candidate

The ideal candidate is someone who naturally takes ownership.

When a customer has a problem, you do not simply forward the message to the warehouse and consider the task complete. You follow up with operations, understand what happened, ensure corrective action is taken, update the customer, and continue following the matter until it is resolved.

You should be comfortable managing communication from both sides — understanding the customer's expectations while also understanding the operational realities of running a warehouse.

The role requires someone who can remain organized even when handling many customers, orders, requests, and operational issues at the same time.

You should also be confident enough to push both customers and internal teams when information, action, or decisions are required.

Pay: $3,200.00 - $3,500.00 per month

Work Location: In person