Customer Service Manager jobs in Singapore

The Customer Service Manager will lead the customer service function supporting photomask manufacturing operations. This role ensures accurate order management, on-time delivery coordination, effective issue resolution, and strong communication between customers, production, logistics, quality, and sales teams. The position plays a critical role in maintaining customer satisfaction in a high-precision manufacturing environment.

In this team lead role, you will plan and direct the execution, supervise the activities of the Customer Service team to provide operational support coverage for the business.

• Seamless scalable operations focusing on productivity.
• Leading Customer Service team in compliance and renewal of STS/Strategic Trade Scheme Bulk Export License from Singapore Customs.
• Documentation and training for the Customer Service team.
• Creates and updates processes, procedures, practices, and improvement plans for the department.
• Provide weekly report, attend meeting as required, and responsible for work assignment from supervisor.
• Provides performance appraisal for CS team.
• Customer Account & Order Management
  • Oversee end-to-end order management from PO receipt to delivery
  • Monitor order status, shipment schedules, and backlog management
  • Coordinate with planning and production teams to manage order priorities
  • Support allocation decisions during capacity constraints
• Customer Communication & Relationship Management
  • Serve as the primary escalation point for key semiconductor customers
  • Provide regular updates on order status, lead times, and supply risks
  • Manage customer expectations during supply shortages or delays
  • Support business reviews (QBRs) with service performance data
  • Build strong working relationships with customer supply chain and procurement teams
• Issue Resolution & Escalation Management
  • Lead resolution of delivery delays, shipment discrepancies, and documentation issues
  • Coordinate cross-functional response for quality concerns (e.g., RMA, lot traceability, 8D support)
  • Manage customer complaints and ensure timely corrective actions
  • Track and reduce repeat service-related issues
• Cross-Functional Coordination and work closely with
  • Production Planning – capacity and schedule alignment
  • Logistics – shipment scheduling, export documentation, and customs
  • Quality & Engineering – customer quality issues and change notifications
  • Sales & Account Managers – demand forecasts and customer priorities
  • Ensure smooth communication of customer demand changes to internal teams
• Service Operations & Process Improvement
  • Develop and maintain SOPs for order processing, shipment handling, and escalation workflows
  • Improve processes related to lead time accuracy, backlog management, and delivery performance
• Performance Monitoring & Reporting
  • Track and report key service metrics such as:
  • On-Time Delivery (OTD)
  • Commit Date Accuracy
  • Order Cycle Time
  • Customer Escalation Rate
  • Complaint Resolution Time
  • Provide regular dashboards and performance reviews to management
  • Analyze demand variability and service gaps to drive improvements
• Team Leadership & Development
  • Lead, coach, and develop the customer service
  • Define clear roles, KPIs, and performance expectations
  • Conduct regular training on systems, semiconductor products, and customer requirements
  • Ensure team readiness during peak demand or supply disruptions
• Change Management & Compliance
  • Manage customer communication related to:
  • Product changes (PCN/ECN)
  • Lead time changes
  • Allocation or discontinuation notices
  • Ensure compliance with export controls, shipping regulations, and customer-specific requirements
  • Maintain accurate customer documentation and records

• Minimum of 5 years customer service, order management, or supply chain within semiconductor or electronics manufacturing
• More than 2 years of supervisory experience
• Strong understanding of semiconductor manufacturing flow and supply chain constraints
• Experience with ERP systems (SAP/Oracle) and CRM tools will be a bonus
• Familiarity with export logistics and international shipping
• Working knowledge of customer order entry and product planning processes
• College degree in Business Management or related field preferred. Equivalent experience may substitute for degree
• Excellent communication and stakeholder management skills
• Crisis and escalation management
• Technical understanding of manufacturing and quality processes

• Project Management skills
• Proficient PC skills; Microsoft Office, spreadsheet application
• Supervisory/Management skills
• Communication (oral/written) and interpersonal skills
• Leadership skills
• Customer service orientation
• Technical documentation skills
• Teamwork skills for cross-functional coordination
• Analytical and data-driven decision making
• Ability to manage customers in a high-pressure supply environment