Customer Care Manager / カスタマーケアマネジャー

Job Title: Customer Care Manager / カスタマーケアマネジャー
Contract Type: Permanent
Location: Tokyo, Japan
Salary: 11000000 - 15000000
Reference: 11108
Contact Name: Agnes Lewandowski
Job Published: April 27, 2019 09:00

Job Description

General Position Summary:
Customer Care Manager position at American biotechnology product development company.

・Develops the job performance standards and goals for all CCRs to achieve the organization’s customer care and retention goals and assist in reaching revenue objectives for Japan.
・For Business Continuity purposes, ensures all team members are properly trained, procedures and policies properly documented, all team members have backups, Job Descriptions and Job Expectations are properly documented, and the team has the ability to work from anywhere.
・Assists in the development and implementation of ‘best practice’ processes across the organization to ensure efficiency resulting in reduced costs and improved customer service.
・Develops a training curriculum and personal development plan for all staff, and conducts training as required to achieve goals and service standards.
・Helps and mentors the team to solve problems that affect the service, efficiency, effectiveness, and productivity of the Customer Care group, and acts as the escalation point for most issues.
・Analyzes and summarizes data on all facets of the operations to drive transparency and objective and strategic decision making and proposals.

Required Experiences/Skills:
・University Degree in Management, Finance, Supply Chain, Logistics Business, Engineering, or an equivalent technical discipline. 
・10+ years of proven customer service, supply chain, operations supervision and/or management experience.
・Experience in building high performing customer-facing teams that succeed in a high-volume and fast-paced business and industry.
・Excellent communication, presentation, negotiation, organizational, motivational, and strategic planning skills.
・Strong analytical and problem solving skills and the ability to successfully interact with staff to problem solve (and preferably coach the team) to achieve goals.
・Expert experience with SAP and/or Enterprise One.
・Ability to adjust priorities and manage time wisely in a fast-paced and changing environment.
・Ability to communicate in both English and the local language in a clear, concise, understandable manner, and listen attentively to others, understand material, and provide instructions to all employees.
・Strong financial and business acumen skills.
・Goal oriented with passion, drive a commitment to excellence and a can-do spirit.
・Does not settle for status quo, and strives to improve processes, eliminate waste, increase employee and customer satisfaction, and build a high performing team.
・Has the ability and desire to move up 2 or more career levels.
・Strong people leadership skills, and prior success in leading by influence in a matrixed organization.
・Has a strong passion to exceed goals and commitments for self and team, in additions to ensuring KPIs and metrics are met.
・Travel up to 10% including some international travel.
・Attends Sales Meetings, conferences and seminars as required.

Preferred Experiences/Skills: 
・MBA is a plus.

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 - すべてのチームメンバーを適切に訓練し
 - 手順と方針を適切に文書化し
 - すべてのチームメンバーのバックアップをし
 - 職務明細書と職務期待書を適切に文書化する

・SAPおよび/またはEnterprise Oneに関する専門的な経験。