Head of Department - Order Fulfillment

Summary

This role is responsible for leading a high-performing Customer Service team in semiconductor manufacturing (OSAT) 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.

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 Masters degree in Engineering or Business Administration.
• Experience:
• 8+ 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.
• Friendly, patient, and professional demeanor.
• 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 joyce@peopleprofilers.com 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

EA License Number: 02C4944

EA Personnel Reg nos R1110618

Job ID: