Customer Support Lead

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募集要項

会社概要

同社は、食品・医薬品工場の生産プロセスラインの設計から施工、試運転、アフターサービスまで一貫して行う総合プラントエンジニアリング会社です。
食品プロセスエンジニアリングを中心に工場設備や原料加工の最適化を提案し、乳業、飲料、醸造、加工食品、医薬品、一般化学プラントなどの設計から施工、試運転、アフターサービスまでを一貫して提供しています。関連する各種装置や単体機器、その部品の販売も行っています。
業界内では三大メーカーの一つで、長年の技術力と歴史から多くの取引先企業から高い評価を受けています。牛乳や果汁類、ビール、酒などのプレート式殺菌処理装置を日本に初めて紹介し、加熱処理装置技術の基礎を築きました。
完全オーダーメードで製品を提供する独自の強みを持ち、今後も技術力を活かして多くの企業に提案・改善を行っていきます。

業務内容

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

応募条件

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.

給与

600 - 750 万円

勤務地

東京