Manager, Customer Service

SILICON BOX PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading semiconductor company in Singapore is seeking a Customer Service Manager to provide excellent customer service experiences. This role involves building strong relationships with customers, coordinating order planning with internal teams, and addressing customer enquiries. The ideal candidate should possess a degree in a relevant field and have at least 5 years of experience in the OSAT or Semiconductor industry. This position requires strong analytical, communication, and problem-solving skills, and the ability to thrive in a dynamic environment.

Qualifications

• At least 5 years of work experience in OSAT or Semiconductor Industry.
• Able to coordinate with customer and internal teams effectively.
• Ability to work in a dynamic environment.

Responsibilities

• Build strong relationships with customers.
• Work with internal teams on customer order planning.
• Attend to customer enquiries and complaints.
• Host Customer Visits and Quarterly Business Review meetings.

Skills

Communication skills

Problem-solving skills

Interpersonal skills

Analytical skills

Education

Degree in Engineering, Business Administration, Marketing Management or similar discipline

Job description

Position Summary

The Customer Service Manager is accountable for excellent customer service experience. The job incumbent will have frequent interactions with internal stakeholders such as Account Management team and the Operational teams within the organization. He or she will have to interact directly with clients with the guidance and in accordance with the company’s procedures.

Responsibilities

• Build strong relationships with customers.
• Monthly commitment of 6- or 12-months rolling forecast back to customers.
• Work with internal teams and customer on the customer order planning and execution by

1. Providing visibility for incoming wafers.
2. Providing instruction to execute orders and coordinate the priorities of orders.
3. Providing WIP status, ship-out plan and finished good information to customers.
4. Arranging customer wafers to fulfil Forecast/ AOP/ Customer Shipment requirement.

• Maintain pricing and sales order creation for billing and shipment.
• Brief internal team on changes in flow/ process/ customer requirements after understanding customers" specs.
• Co-ordinate any customer returned materials and work with the relevant department on material disposition.
• Attend to customer enquiries and complaints.
• Work with IT to develop reports as per customer’s requirement and maintain the quality of these reports.
• Host Customer Visits and Quarterly Business Review meetings
• Perform any other tasks relevant to support Customer’s requirements.
• Perform any other duties assigned by Supervisor or Manager from time to time.

Requirements

• Degree in Engineering, Business Administration, Marketing Management or similar discipline.
• At least 5 years of work experience in OSAT or Semiconductor Industry.
• Able to bridge between and coordinate with customer and internal engineering, logistics, sales & planning teams.
• Possess strong analysis, problem solving, communication and interpersonal skills.
• Ability to work under pressure in a very dynamic environment.