HEAD of Customer service (Semicon)

PEOPLE PROFILERS PTE. LTD.; Singapore; On-site; SGD 125,000 - 150,000; Full time

Job summary

A recruitment agency is seeking a Customer Service Manager in Singapore to lead a high-performing team in the semiconductor manufacturing environment. This role involves managing order management, customer relationships, and performance metrics, requiring over 12 years of experience in customer service, along with a strong educational background in Engineering or Business Administration. Competitive remuneration and benefits package included.

Benefits

Competitive remuneration package

Comprehensive range of benefits

Qualifications

• 12+ years of experience in customer service within a manufacturing environment.
• Proven leadership experience in managing customer-facing teams.
• Knowledge of commercial/business law and contractual agreements in the Semiconductor industry preferred.

Responsibilities

• Lead the Customer Service team to deliver world-class service.
• Manage escalations and ensure fair capacity allocation.
• Monitor key service metrics and drive continuous improvement.
• Host and lead Quarterly Business Review meetings.

Skills

Analytical skills

Problem-solving skills

Communication skills

Interpersonal skills

Presentation skills

Basic computer skills

Education

BSc or Master’s degree in Engineering or Business Administration

Tools

CRM systems

ERP systems

Job description

Summary

• This role is responsible for leading a high-performing Customer Service team in semiconductor manufacturing environment.
• The position ensures accurate and timely order management, shipment, and delivery to strategic customers, while driving performance to meet/exceed business KPIs.
• The role acts as the primary customer interface and the internal Voice of the Customer, managing escalations, hosting Quarterly Business Reviews (QBRs), and ensuring end-to-end service excellence.

Responsibilities

• Lead the Customer Service team to deliver world-class service to strategic semiconductor customers.
• Oversee accurate and timely order management, scheduling, shipment, and delivery performance.
• Act as the primary liaison between customers and internal factory teams (Operations, Planning, Quality, Engineering).
• Manage escalations and ensure fair capacity allocation during critical situations.
• Monitor key service metrics: On-Time Delivery (OTD), On-Schedule Delivery (OSD), issue resolution, and responsiveness.
• Host and lead Quarterly Business Review (QBR) meetings with key customers.
• Drive continuous improvement initiatives within Customer Service to enhance efficiency and satisfaction.
• Communicate customer expectations and priorities clearly across internal teams.
• Provide regular service performance reports to management, highlighting risks and improvement opportunities.
• Ensure professional customer interactions to build strong relationships and long-term loyalty.

Requirements

• Education: BSc or Master’s degree in Engineering or Business Administration.
• Experience:
  • 12+ years of experience in customer service within manufacturing environment.
  • Proven leadership experience managing customer-facing teams.
• Skills & Competencies:
  • Strong analytical, problem-solving, and communication skills.
  • Proficient in managing complex customer relationships and expectations.
  • Strong presentation and interpersonal skills.
  • Basic computer skills required; familiarity with CRM or ERP systems is a plus.
  • Knowledge of commercial/business law and contractual agreements in the Semiconductor industry is preferred.

Benefits

All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.

How to Apply

Please email your resume in a detailed MS Word format to [e-mail] stating

1. Current Drawn
2. Expecting Salary
3. Date Available
4. Reason to Leave each job:

We regret that only shortlisted candidates will be notified

Joyce Koh Ai Leng

People Profilers Pte Ltd

20 Cecil St, #08-09, PLUS Building, Singapore 049705

Tel: [phone]

www.peopleprofilers.com

EA License Number: 02C4944

EA Personnel Reg nos R1110618

Job ID: RY64W396