Job Description

Customer Service Manager

Budged: 12M approx + bonus + allowance

Replacement

Reporting to SCM director

Location: Tokyo

Working style:

Need to go to HQ in Hamamatshu-cho/ warehouse in Heiwajima 2-3 times in a week

Team size: 30 members approx.

Key Accountabilities

• Lead Customer Service team, responsible of end to end Order to Cash process Develop/ improve visibility of Customer Service productivity and effectiveness to achieve KPI (LIFR, CS Cost, Order Entry Error, Billing Block, etc)
• Design/ upgrade Order Management Process align with APAC/Global process and policies
• Responsible for the performance management metrics/scorecard, driving root cause analysis and corrective action plans for designated product groups, Business Unit or Customers
• Perform all activities in compliance with relevant policies, manage SOX audit
• Coordinate and execute programs to enhance tools, competencies, and outcomes across Japan markets.
• Maintain team engagement and provide coaching to develop a sustainable team with professionals
• Support the SCM leaders and other SC team managers in developing Japan supply chain customer strategies

Knowledge and Experience

• Bachelor’s degree or equivalent and proven job-related experience or above.
• Minimum 5 years in Customer Service experience, or comprehensive knowledge in job related functional areas. Proven ability to identify key issues and develop solutions.
• Team Management experience, organizational skills to demonstrate capacity to develop and implement practical strategies, action plans, and problem solving.
• Track record of taking initiative in managing competing organizational and departmental priorities and to work effectively under pressure when facing extremely short deadlines.
• Proven experience continuous improvement experience
• Demonstrated experience in driving change management programs with global communication skill
• Proven strength of leadership presence and representing key Manager of Supply Chain
• Experience should include familiarity with products in a Medical/Healthcare field.

Top 5 Requirements>

Tough, strong, but not too serious and don’t take seriously sometime (sometime need to tune out whatever being told from other departments)

Strong analytical skills (analyze CS workflow)

Encourage team member's mindset to Dx

Establish new org structure

Strongly prepared to chaos circumstances

Expected Work/Project

Organize the daily operation workflow

Organize and sorting required data

Installing AX by Sep 2023

Warehouse Bidding Projects

Outsourcer bidding project (expected after 2024)

Mandatory

minimum 5 years of management experience

management experience in different organization at least in 2 org

Over 10yr of experience in CS not SCM (CS Specialist only)

Implementation of work reform/Kaizen

Preferrable

Business level English