Customer Service Manager (Order Management) 

Company Overview

Our client is a global technology company serving the semiconductor industry, providing high-performance test interface and engineering solutions to leading semiconductor and electronics manufacturers worldwide.

The company supports customers across multiple regions and plays an important role in enabling advanced semiconductor testing applications for markets including consumer electronics, automotive, computing, and other high-performance electronic applications.

As the organization continues to expand globally, they are seeking an experienced Customer Service Manager to strengthen customer operations, improve service processes, and lead a global customer service organization.

Position Overview

The Customer Service Manager will lead and manage a global Customer Service team responsible for supporting customers throughout the commercial process—from initial RFQ and quotation through order fulfillment and delivery.

This position plays a critical role in driving customer satisfaction, operational efficiency, responsiveness, and cross-functional execution.

The successful candidate will combine strong people leadership with hands-on experience in customer operations, commercial processes, CRM systems, and process improvement within an international business environment.

Key Responsibilities

Team Leadership & Management

• Lead, coach, and develop a global team of Customer Care professionals, ensuring consistent service standards across different regions.
• Establish individual and team performance goals and monitor progress against defined KPIs.
• Provide regular coaching, feedback, and professional development to improve team performance and capabilities.
• Conduct regular team meetings, training sessions, and one-on-one discussions to promote collaboration and continuous improvement.
• Build a customer-focused and accountable team culture within a fast-paced international environment.

Customer Care Operations

• Manage day-to-day Customer Care operations and ensure achievement of key service and operational KPIs.
• Ensure timely and accurate handling of RFQs, quotations, customer inquiries, orders, and delivery-related requests.
• Oversee customer engagement throughout the commercial cycle, from initial RFQ through order fulfillment and final delivery.
• Ensure customer requests, questions, and concerns are addressed professionally, accurately, and efficiently.
• Track and analyze key performance indicators including response time, quotation turnaround time, customer satisfaction, order execution, and issue resolution.
• Identify potential service or operational issues and proactively implement corrective actions.

Cross-Functional Collaboration

• Partner closely with Sales, Marketing, Engineering/Design, Operations, Finance, and other internal stakeholders to ensure effective execution of customer requirements.
• Translate customer requirements and priorities into clear actions for internal teams.
• Manage customer escalations and coordinate cross-functional resources to achieve timely resolution.
• Ensure consistent communication between customers, commercial teams, and internal operational functions.

Process & System Improvement

• Evaluate and continuously improve the organization's Quote-to-Cash process, identifying opportunities to improve speed, accuracy, efficiency, and customer experience.
• Partner with internal IT and system development teams to optimize workflows, tools, and automation.
• Serve as a key subject-matter expert for internal CRM and customer management systems.
• Support users in resolving system and workflow issues while identifying opportunities to enhance usability and effectiveness.
• Develop and implement customer service initiatives that improve team productivity, operational visibility, and overall customer experience.
• Utilize operational and financial data to identify trends, prepare reports, and provide recommendations to management.

Qualifications & Requirements

• Bachelor's degree in Business, Finance, Engineering, Supply Chain, Operations, or a related discipline.
• 7+ years of experience in Customer Service, Customer Care, Customer Operations, Sales Operations, Order Management, or a related function.
• Minimum 3 years of people management or team leadership experience.
• Experience working within the semiconductor, electronics, technology, industrial, or other complex B2B manufacturing environments is highly preferred.
• Strong understanding of customer service operations and end-to-end commercial processes, particularly RFQ, quotation, order management, fulfillment, and delivery.
• Experience with CRM, ERP, Quote-to-Cash, or similar commercial operation systems.
• Strong leadership and team development capabilities, including experience managing teams across different locations or time zones.
• Excellent communication, interpersonal, stakeholder management, and customer-facing skills.
• Fluent English communication skills, including speaking, listening, reading, and writing.
• Strong analytical and problem-solving capabilities with the ability to interpret operational and financial information.
• Customer-centric mindset with the ability to manage complex situations and escalations professionally.
• Comfortable working in a fast-paced, international semiconductor environment.
• Flexibility to collaborate with customers, direct reports, and internal stakeholders across multiple global time zones.

Preferred Candidate Profile

The ideal candidate is an experienced Customer Care / Customer Operations leader who understands how to manage the complete customer journey within a technical B2B organization.

Candidates with experience supporting semiconductor, semiconductor equipment, electronic components, test & measurement, industrial technology, or other engineering-driven businesses will be particularly relevant.

The position is suitable for someone who can combine people leadership, customer management, operational excellence, process improvement, and cross-functional coordination to enhance the overall customer experience and support continued business growth.