Japan Customer Care Manager
Japan | Yokohama Japan
Responsibilities
Location Chiyoda-ku, HokkaidoJP Job ID REQ-053181- The Customer Service Team Leader will be responsible for the day-to-day activities of the Customer Care Team, in particular importation, exportation, order processing, customer service, inventory management, supply chain processes, third-party logistics management, and distribution to end customers.
- The Team Leader is responsible for managing local Orders from the factory to the delver at the customer site. Sales forecasting process, driving Backlog execution in support of business drive Sales productivity and meeting AOP. Work with the Manufacturing and Finance and local Sales team to drive sales operational excellence in order preposition and delivery.
- Lead Customer Care Service Team; Support engineer's request such as generating work orders, service and contract quotations, billables, placing orders, creating 3rd party purchase orders, creating delivery orders and issuing an invoice to customers portals timely and meeting service business operation requirement.
- Guide and direct the customer care team by creating a collaborative, innovative and result-oriented environment. Support career development and skill development to ensure job satisfaction, retention, and future talent development. with HR.
- Lead the team on the escalation process and the consistency of internal processes, to ensure efficiency, effectiveness, and correctness of commercial transactions.
- Execute the performance management process, which includes objective setting, development planning and quarterly/annual performance reviews; Conduct individual and team meetings on a regular basis to meet sales and service AOP.
- Prepare and consolidate reports on monthly supply chain performance and establish action for improvement.
- Actively participate in a team to resolve customer issues by liaising with Sales/Service/Finance/logistics/ factory towards customer satisfaction.
- Develop and revise Customer care SOPs, processes, and work instructions on a timely manner with changing requirements.
- Support on regional projects on customer service systems (SAP, Service Max), process improvement, and alignment of processes.
- Need to involve daily operation such as entering order, delivering and invoicing.
PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.
