Customer Support Lead

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Job details

Company overview

Our client is a leading provider of advanced flow control and processing solutions, specializing in equipment for industries such as food and beverage, pharmaceuticals, and chemicals. The Tokyo branch, with around 150 employees, is vital for delivering customized solutions and exceptional service in Japan.

Globally, the company operates in over 30 countries with more than 8,000 employees, including key locations in the United States, Germany, China, and Brazil. This extensive network ensures innovative solutions and comprehensive support for clients worldwide.

Responsibilities

Main responsibilities:

• Supervise the Customer Service activities (as per the defined Service Offering) of up to 5 team members.
• Operational activities i.e. involved in day-to-day processing order requests.
• Manage the priorities and work of the team to ensure effective operations performance standards (KPIs) and committed customer service levels (SLAs) are met or exceeded.
• Support development and implementation of policies and procedures to drive positive changes.
• Ensure the integrity and timely delivery of all internal and external reporting, both scheduled and ad-hoc requests.
• Be the 1st escalation point for complaints and service requests.
• Direct and motivate professional staff in performance management and personal development.
• Drive continuous improvement of operational and system efficiencies.
• Undertake monthly performance management activities which support the delivery of effective outputs.
• Determine work procedures, prepare work schedules, and expedite workflow.
• Coordinate with sales, finance and other functionsto release constrains or block of order fulfilment in a timely manner.
• Major participator to arrange backlog review, order intake summary, order status review.
• Implement customer service strategies to enhance customer satisfaction and loyalty.
• Ensure that the team is up to date with company policies, procedures, and product/service offerings.
• Analyze customer feedback and data to identify trends and areas for improvement in products, services, and processes

Requirements

Minimum requirements:

• Proven experience in customer service or leadership role, with a strong understanding of customer service processes.
• Understanding the overall Quote to Cash process.
• Understanding of currency exchange rates and their impact on AR transactional activities.
• Commercial awareness.
• Strong analytical skills.
• Exceptional attention to detail, accuracy, and professionalism.
• Proven track record of meeting commitments with the highest standards of ethics and integrity.
• Established planning & organizational skills.
• Ability to resolve complex customer issues and complaints with a calm, professional, and solution-oriented approach.
• Ability to assess the impact of all tactical decision-making relating to the entire Quote and Order Management cycle.
• Strong customer focus mindset coupled with the ability to manage challenging customers in an understanding and professional manner.
• Highly confidential. Must have high degree of integrity, discretion and judgment.

Salary

6 - 7.5 million yen

Location

Tokyo