Customer Service Manager
Job Summary
The Customer Service Manager will lead customer support operations to drive service excellence in a high-tech semiconductor environment. This role involves overseeing a team, ensuring efficient order fulfillment, and serving as a key liaison between customers and internal management. The position focuses on strengthening relationships, improving service processes, and maintaining high levels of customer satisfaction.
Responsibilities
- Manage daily customer service operations and team performance
- Oversee order fulfillment and service request processing
- Coordinate with internal departments to resolve issues
- Improve service processes and quality standards
Required Skills
- Minimum 5 years of managerial experience
- Experience in semiconductor/electronics industry
- Strong analytical and customer-focused mindset
- Degree/Diploma in Business or Engineering
Job Details
Responsibilities:
- Lead and manage daily customer service operations and team performance.
- Ensure timely and professional handling of enquiries, quotations, orders, and service requests.
- Provide proactive updates on order status, shipments, risks, and solutions to customers and management.
- Drive continuous improvements in service processes, efficiency, and quality.
- Coordinate closely with internal departments to ensure smooth order fulfilment and issue resolution.
- Build and maintain strong relationships with customers and internal stakeholders.
- Maintain accurate service records, reports, and operational documentation.
- Ensure compliance with company policies, customer requirements, and quality standards.
Requirements:
- Degree/Diploma in Business, Engineering, Operations Management or related field.
- At least 5 years of experience in a managerial or senior customer service role.
- Experience in machinery, equipment, semiconductor, or electronics industry preferred.
- Customer-focused mindset with strong analytical ability.
- Willingness to support after office hours when required for urgent matters.