Meet Aime Largado, Head of Customer Service, Singapore

As Head of Customer Service for Southeast Asia and the Middle East at Wilhelmsen Ships Service (WSS), Aime Largado leads a team of 26 across Singapore, Mumbai and Dubai. Her role is about keeping customers, colleagues and priorities aligned so that orders are delivered smoothly and problems resolved quickly. 

Keeping customers and colleagues connected 

WSS supplies vessels worldwide with marine products and services ranging from chemicals, gases and cylinders to welding equipment, ropes, refrigerants and cleaning products. 

Aime’s customer service team helps turn those orders into successful deliveries. They follow up with customers, provide updates, answer questions and coordinate with sales, key account managers and other parts of WSS when something needs attention. 

“It’s when the team is fully engaged – talking to customers, solving real problems, working across functions,” Aime says. “When customers tell us they feel supported, that’s a high-five day for me.” 

When something doesn't go to plan, customer service is often among the first points of contact. That can mean managing expectations around a delivery, handling an objection or question, or making sure an issue reaches the right colleague. 

Aime describes the function as a hub connecting customers with different parts of the organisation, close to the point where what has been agreed by sales becomes an actual delivery. 

Leading the team across several countries adds another dimension. Customers have different expectations and working cultures, while colleagues may approach problems at a different pace. 

“What works in Singapore doesn’t mean it will work on the other end,” she says. The experience has taught her to listen, adapt and build relationships as well as find practical solutions. 

A career built across different roles 

Aime trained as a computer engineer and began her career in Manila as a technical sales engineer, working with major customers on data-centre installations. She later moved into software development before taking roles in manufacturing, supply chain, commercial functions, pricing and analytics. 

She joined Wilhelmsen in 2010 and relocated to Singapore, entering a new country and an industry she knew little about. 

“It wasn’t just a new job,” she says. “It was a new culture and no familiar faces, so I really had to rely on myself.” 

That varied background now helps her understand the different functions her team works with. Aime sees her current role as the point where much of what she has learned comes together. 

Clarity when things get difficult 

For Aime, leadership is particularly important when priorities become unclear, communication breaks down or decisions slow under pressure. 

That's when she steps in to regroup the team, reset expectations and make sure everyone understands what needs to happen next. 

At the same time, she wants her team to have the confidence to act independently. 

“We want them to be empowered, to take ownership,” she says. People are encouraged to make decisions as long as they understand the objective and know when to ask for support. 

Managing teams across three locations also means spending time with colleagues face to face. Aime travels to Mumbai and Dubai to work alongside them and understand the different environments in which they operate. 

Away from work, exercise helps her manage the demands of the role. She took up long-distance cycling during Covid and now combines cycling with fitness training, boxing and kickboxing. 

“It keeps you focused and clears your head,” she says. 

On her desk is a simple reminder: Live and lead with no regrets. For Aime, it means taking responsibility and being prepared to make difficult decisions when required.