Customer Service Supervisor – Order Management (ANZ & SG)

About the role

Supervisor, Customer Service (ANZ & SG) is responsible for leading customer service operations across Australia, New Zealand, and Singapore, ensuring exceptional customer experiences through effective order management, issue resolution, and stakeholder collaboration. The role oversees daily service activities, order fulfillment, returns management and team performance while acting as the primary liaison between customers, sales teams, supply‑chain partners and internal functions.

Key responsibilities

• Lead and supervise customer service operations for ANZ and Singapore markets to meet service level targets.
• Act as the primary escalation point for customer inquiries, complaints, delivery issues and complex order cases.
• Monitor order fulfillment processes, ensuring accurate processing and on‑time delivery.
• Collaborate with third‑party logistics providers, warehouses and forwarders to ensure efficient order execution.
• Manage customer returns, including expired products and inventory rotation issues.
• Analyze feedback, complaints and service trends to identify improvement opportunities.
• Ensure compliance with SOPs, GxP requirements and quality standards, maintaining auditable records.
• Lead, coach and develop the customer service team, conducting performance reviews and fostering a collaborative environment.

Required profile

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, Operations Management or related field.
• Fluent written and spoken English; additional regional language a plus.
• 5+ years of experience in customer service, order management or supply‑chain operations, with prior supervisory experience.
• Experience in a regulated industry such as healthcare, medical devices or pharmaceuticals is preferred.

Required skills

• SAP ERP or equivalent order‑management system experience.
• Proficiency in Microsoft Excel, PowerPoint and reporting tools.
• Strong analytical and reporting capabilities, including KPI management.
• Knowledge of customer service metrics and performance reporting.
• Experience with CRM platforms and customer support systems.