Job Description:
Customer Service Delivery
- Execute UTAC Customer Support Strategy within site and Corporate driven initiatives
- Develop Strategic Customer Service Support Solutions to achieve customer loyalty and growth in revenue from existing customer base
- Build strong business relationship with KEY strategic customers
- Manage resources (include inter-department resources) to execute business plan and achieve revenue target
- Manages alignment of customer and factory expectations to achieve best customer satisfaction indices with optimum factory support
- Implement and comply to Corporate Customer Service related policy and procedures
- Drives Revenue Attainment and Customer Satisfaction KPI in the Factory to provide high quality, consistent and strong support to customers
Team Operations and Performance:
- Lead the Customer Service team to deliver what customers need and to continually improve the team’s efficiency and effectiveness to build a positive team culture with strong engagement
- Manage team resources to ensure adequate staffing and competence levels. Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures
- Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company’s needs. Set individual objectives, review and assess performance of direct reports via the UTAC Performance Management (UPM) tool
- Ensure continual upskilling in customer services through evaluation, development and training of staff Identify learning opportunities and develop Individual Development Plan (IDP) with direct reports to enhance their capabilities
- Provide mentoring and regular coaching and feedback to team members to achieve their full potential and build bench strength
- Manage internal stakeholders beyond the team and external stakeholders to achieve shared goals to build a high performing and positively engaged team
Cross Functional Team and Corporate initiatives:
- Lead or Participate in key corporate initiatives that directly involved USG or Customer Service
- Drive Initiatives with cross functional team leaders for change in areas of automation, productivity and value add contribution
- Streamlined processes for ease of business and improve customer experience
- Keep up with industry benchmarks and position for growth
Requirement:
- § Degree in any discipline with minimum of 8 years’ working experience in semi-conductor industry with 5 years in managerial position OR
- Diploma in any discipline with minimum of 10 years working experience in semi-conductor industry with 5 years in managerial position
