HEAD of Customer service
16 hours ago
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 stating Current Drawn Expecting Salary Date Available 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 #J-18808-Ljbffr
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