HEAD of Customer service

Roles & Responsibilities 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. 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 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 Tel: EA License Number: 02C4944 EA Personnel Reg nos R Job ID: RY64W396 People Profilers Pte Ltd (“People Profilers”) has entered into a Partnership Recruitment Collaboration with Employment and Employability Institute Pte Ltd (“e2i”), to extend the support of hiring beyond e2i’s resources to broaden the reach of jobseekers. This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to People Profilers’s PDPA and e2i’s PDPA ( ). Tell employers what skills you have Operations PlanningFactoryLeadershipCecilCustomer ExperienceCustomerfacingInterpersonal SkillsSemiconductor IndustryCustomer RelationshipsProblem ManagementCustomer SatisfactionCustomer ServiceService ExcellenceCustomer ServicesCustomer Service Experience