Semicon Head of Customer Service

People Profilers; Singapore; On-site; SGD 100,000 - 120,000; Full time

Job summary

A leading recruitment firm based in Singapore is seeking a Customer Service Manager to lead a high-performing team in the semiconductor manufacturing sector. You will oversee order management and drive performance to meet strategic KPIs while managing complex customer relationships. The ideal candidate will have over 12 years of experience in a similar environment and must hold a BSc or Master's degree in Engineering or Business Administration. A competitive remuneration package and benefits are offered.

Qualifications

• 12+ years of experience in customer service within semiconductor manufacturing.
• Proven leadership experience managing customer-facing teams.
• Proficient in managing complex customer relationships and expectations.
• Basic computer skills required.

Responsibilities

• Lead the Customer Service team to deliver world-class service.
• Oversee order management, scheduling, and delivery performance.
• Act as the primary liaison between customers and internal teams.
• Monitor key service metrics like On-Time Delivery and issue resolution.
• Host Quarterly Business Review meetings with key customers.

Skills

Leadership

Analytical skills

Problem-solving

Communication skills

Interpersonal skills

Presentation skills

Education

BSc or Master's degree in Engineering or Business Administration

Tools

CRM or ERP systems

Job description

Responsible for leading a high‑performing Customer Service team in semiconductor manufacturing (OSAT) environment. Ensures accurate and timely order management, shipment, and delivery to strategic customers, while driving performance to meet/exceed business KPIs. 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.

Key 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 a sub‑contractor (OSAT) semiconductor manufacturing environment.
• Proven leadership experience managing customer‑facing teams.
• 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 OSAT industry is preferred.

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

Please email your resume in a detailed MS Word format to *****@peopleprofilers.com stating:

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We regret that only shortlisted candidates will be notified.