Customer Service Manager

Sheffield Employment Agency Pte Ltd; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

A semiconductor manufacturing company in Singapore is seeking a Customer Service Manager to oversee customer service operations and end-to-end order management. The ideal candidate will have at least 5 years of experience in customer service or supply chain, with strong understanding of semiconductor manufacturing. Responsibilities include managing a team, resolving issues, and ensuring compliance with export regulations. This role offers a dynamic environment for driving service excellence and improving processes.

Qualifications

• Minimum 5 years in customer service, order management, or supply chain.
• At least 2 years in a supervisory or people-management role.
• Strong understanding of semiconductor manufacturing flow & supply constraints.
• Familiar with export logistics and international shipping.

Responsibilities

• Oversee end-to-end order management from PO receipt to delivery.
• Act as the primary escalation point for key customers.
• Lead resolution of delivery and documentation issues.
• Build, lead, and coach the Customer Service team.

Skills

Customer service experience

Order management

Stakeholder management

Escalation handling

ERP systems (SAP / Oracle)

Education

Diploma / Degree in Business, Supply Chain, or related discipline

Job description

New Semiconductor Manufacturing Plant / Tampines, Singapore

Be part of something from the ground up.

Customer Service Manager

Customer Account & Order Management

• Oversee end-to-end order management from PO receipt to delivery
• Manage order priorities, backlog, shipment schedules, and allocation decisions
• Ensure accurate, on-time delivery in a capacity-constrained environment

Customer Communication & Relationship Management

• Act as the primary escalation point for key semiconductor customers
• Provide proactive updates on lead times, risks, and delivery commitments
• Support business reviews with service performance data

Issue Resolution & Escalation

• Lead resolution of delivery, shipment, and documentation issues
• Coordinate cross-functional responses to quality issues (RMA, 8D, traceability)
• Drive reduction of repeat service-related issues

Cross-Functional Coordination

• Work closely with Production Planning, Logistics, Quality, Engineering, and Sales
• Translate customer demand changes into internal execution plans

Service Operations & Process Excellence

• Develop SOPs, workflows, and scalable service processes
• Drive continuous improvement in lead time accuracy and delivery performance

Performance Monitoring & Reporting

• Track KPIs such as OTD, order cycle time, escalation rate, and resolution time
• Provide dashboards and regular performance updates to management

Team Leadership & Development

• Build, lead, and coach the Customer Service team
• Define roles, KPIs, training plans, and performance expectations
• Ensure team readiness during ramp-up and peak demand periods

Compliance & Change Management

• Manage customer communications for PCN/ECN, lead-time changes, and allocation
• Ensure compliance with export controls and shipping regulations
• Lead STS / Strategic Trade Scheme Bulk Export License compliance with Singapore Customs

What We’re Looking For

• Minimum 5 years in customer service, order management, or supply chain (semiconductor or electronics manufacturing preferred)
• At least 2 years in a supervisory or people-management role
• Strong understanding of semiconductor manufacturing flow & supply constraints
• Experience with ERP systems (SAP / Oracle); CRM exposure is a plus
• Familiar with export logistics and international shipping
• Excellent stakeholder management and escalation handling skills
• Diploma / Degree in Business, Supply Chain, or related discipline (equivalent experience welcomed)