Customer Service Officer/Team Leader

Job Title: Customer Service Officer/Team Leader
Contract Type: Permanent
Location: Shinjuku-ku, Japan
Salary: 4800000 - 6000000
Reference: 10574
Contact Name: Agnes Lewandowski
Job Published: September 03, 2018 09:00

Job Description

Role Description:

  • Customer Service Officer serves as primary resource to attend customers’ enquiries on order management and account receivables. (Account Receivables works are in the midst of restructuring and moved to Finance Team)
  • Timely respond to customer’s queries and follow up on customer’s resolution from various parties
  • Participate in system, process and customer experience improvement projects



  • Order management: Understand and be able to process sales orders from customers and follow through till shipment (order entry, acknowledgement, confirmation, order change, etc.)
  • Respond to both external customer’s and sale’s team enquiries
  • Monitor and follow up on shipment schedule to ensure timely delivery
  • Expedite and communicate proactively with customers on the product availability and shipment status
  • Work with supply chain planner to manage product availability in orders to ensure the best order fulfillment  via material determination table set up and back order strategies
  • Collaborate with Supply Chain Planner, Physical Distribution and Go-to-Market Teams to ensure smooth execution of order to shipment for new initiatives and logistic related changes.
  • Work with multi-functional team in projects that require change or improvement in the order management system
  • Coordinate with BPO via daily direction setting system (DDS), Knowledge Management (SOP, Job Aid updating) to deliver everyday excellence in their service operations, as well as, act as a first point of operation escalation for BPO on order processing matter
  • Project Management: Provide OM success criteria including options or alternatives; ensure alignment with OSB system, OM capability and OM work processes


Team Leader/Key User Level - Own/Lead daily Order Management service excellence and transition/Implementation of Go-To-Market Change, Acquisitions and Divestitures

  • Key resource for all OM work processes to ensure smooth change and new acquisition/divestiture information fits into OM processes; develop transition alternatives as needed
  • Work with external business partners to gain alignment on transition of OM services, to resolve OM questions, and ensure compliance of business requirements and control with minimal costs to CSO and business
  • Provide expectations, conduct or liaise with team for quality system testing, provide training; monitor daily activities, resolve issues
  • Document processes and learning for reapplication
  • Work closely with Central CSO Manager to in abroad to drive support on SLA from BPO
  • Lead teams including BPO to execute Business Contingency Plan in the event of system outrage, to minimize business disruption


Key Results/Measures:

  • Fill Rate and Fill Rate on Time
  • Call Answered Live
  • Process compliance, Passing audit scores
  • Ensure timely system test and readiness for agreed project cutover
  • Customer Satisfaction / Customer Complaints

Required Business Experience / Skills / Qualifications:


  • Fluent in Japanese in order to support Japanese customers and be able to communicate in English with multi-functional team
  • Excellent communication skills and with good telephone etiquette
  • Prefer with at least a diploma in business or related discipline with at least 2-3 years of working experience in Customer Service or Order Fulfilment environment
  • Knowledge or experience with SAP system preferred
  • Pleasant personality with a passion for service excellence
  • A strong team player who can adapt to fast paced and dynamic environment