Assistant Customer Care Manager, APAC

About the role

Wabtec Inspection Technologies, a global leader in inspection equipment for aerospace, power generation, petrochemical, civil infrastructure, automotive and consumer products industries, is hiring an Assistant Customer Care Manager for APAC. The role leads the APAC Customer Care team to ensure customer satisfaction, manage and resolve issues and improve the customer experience. It is a supervisory position overseeing a distributed team and driving operational excellence.

Key responsibilities

• Operate the Customer Care team, resources, processes and systems for Evident Inspection Technologies in APAC, define roles, routines and SOPs, and run periodic performance and operational reviews
• Handle sales and service commercial administration and customer interactions, set service levels with stakeholders, and implement KPIs for standard processes
• Manage internal and external stakeholder relations and coordinate continuous training
• Deliver high-quality service to internal and external customers, process orders on time and in good condition, and resolve complaints and operational issues
• Provide periodic performance and operational reports to management
• Motivate and develop the team, review its structure, and build a customer-focused mindset
• Drive continuous improvement through improvement projects and performance metrics

Required profile

• Diploma or degree in Supply Chain, Business or IT
• Minimum 8-10 years' experience in customer care, supply chain or equivalent, with at least 5 years leading and managing a team across regions
• Strong experience in customer service, order fulfilment and order processing
• Ability to lead, motivate and develop teams across multiple countries or time zones
• Analytical mindset, adaptable to a multicultural environment, and sensitive to escalations and customer inquiries
• Current working rights in Singapore; visa sponsorship is not available

Required skills

• Hands-on knowledge of SAP (SD)
• Understanding of international trade, freight and customs documentation
• Excellent verbal and written communication

What we offer

• Permanent full-time position with 13th month salary and performance bonus
• Career growth with a global Fortune 500 company
• Rewards and recognition program