Customer Service Supervisor

Job details

Company overview

Our client manufactures and supplies razors and shaving products.

Responsibilities

• This position is to lead the whole customer service team offering and providing a high level of professional, efficient and collaborate service in all aspects of contact with internal and external customers

- Manage customer orders properly by creating added value and achieving function target

- Improve customer service operation(conotinuous Kaizen)
- Temp staff management
- Act as system (SAP) key user

• Universal Accountabilities

- Supervise CS temp staff to ensure sales order processing timely and accurately in system
- Communicate closely with Sales, Planning, 3PL for on-time in full delivery
- Monitor 3PL performance and coordinate customer claims/goods return handling and timely closure
- Track and report order fulfillment and work out actions to support customer service and continuous improvement initiatives.
- Improve and enhance SAP/BI tool to be more efficient, and act as SAP key user
- Team management: optimize team member workload allocation/ develop qualified role backup/ train the team on professional skills/ improve team service mindset and initiative

• Key KPI

- Service rate to customer

Requirements

• Minimum 3 years’ working experience in customer service/ logistics/ order management/ supply chain related functions. 
• Profound knowledge on OTC management and familiar with OTC system. SAP is preferable.
• Excellent interpersonal skills on communication/ cross function management/ key accounts relation management, ect.
• Strong data sense and analytical skills; pay attention to details
• Workable English ability (Writing/ reading is minimum)
• Proactive business attitude to be a problem solver.
• Collaboration – Ability to effectively communicate and collaborate with colleagues in different functional areas within the company
• Drive change – initiate and enable change to continuously improve operations.

Salary

6.4 - 7 million yen

Location

Tokyo

BRS Consultant
Saemi Oda
Supply Chain Management

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