Semicon Head of Customer Service - #1122736

Summary

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.

• 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 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 [email protected] 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: 6950 9737

www.peopleprofilers.com

EA License Number: 02C4944

EA Personnel Reg nos R1110618

Job ID: RY64W396