Customer Service Operational Excellence

---

Job details

Company overview

Our client is a renowned global healthcare corporation specializing in the development, manufacturing, and distribution of a diverse portfolio of medical devices, pharmaceuticals, and consumer products.

Responsibilities

Main responsibilities:

• Provide oversight and technical direction for process improvement related to order management, inquiry management activities performed by Customer Service Operations team.
• Track of CS KPIs, such as OTIF-D, Order Fill Rate, Backorders, Complaints, Call Answer, DSI (Delivery Service Issue) and propose action plans with Customer Service.
• Participate in Customer Service budget elaboration (P&L) and guarantee the achievement of expense/CAPEX targets approved with Deliver leadership and Finance area.
• Ensure Quality & Compliance and consistency with customer interactions.
• Attract, develop, and retain CS and CS Operational Excellence talent to the CS OpEx team, guarantee constant technical training and maintain a collaboration environment among employees.
• Monitor team efficiency and effectiveness based on pre-determined organization performance metrics.

Requirements

Minimum requirements:

• University/Bachelor’s Degree or Equivalent
• 5 years of relevant experience.
• English (Advanced)

Preferred qualifications:

• MS Office, SAP skills
• Standard office telephone, Email, Outlook skills
• Ability to make quick decisions
• Perform efficiently and effectively
• Strong project management experience & process improvement, and problem-solving skills including digital solution implementation.
• Financial Management & Budgeting basic knowledge.
• People management & Talent Development

Salary

8 - 12 million yen

Location

Tokyo