Job Number:
External Description:
- This role is Managing O2C at direct the related business unit(s) of Customer Service properly. Provide solutions to business operations and customer service group proactively by analyzing / reviewing related O2C operations, and increase continuous efficiency and improvement.
Main Task:
- Key Performance Indicators – Response for the managing of core KPIs, including steering actions for improving performance within related business unit(s), i.e. Delivery Reliability, Days of Sales Outstanding, # of order / FTE.
- Customer relationship management – manage customer relationships in accordance with related business unit(s), and sales strategies, e.g. perspectives, sales excellence, value based management, key account management, and business rules.
- Order to Cash and Non-conformance management
- Provide order management-related expertise and information to business, functional counterparts and related business unit(s) customer services community for continuous process improvement, system harmonization and solution coordinator for process problem solving.
- Proceed with appropriate and prompt response processing to complaints from customers, and make improvements in cooperation with related departments.
- Innovation – Propose solutions in order to enhance customer satisfaction as well as to enhance efficiency as solution provider within related own O2C area.
- Logistics execution – Provides operational support of Logistics operations in terms of on time delivery and shipment. Responsible to ensure appropriate services, such as compliance, on time delivery to meet business requirements, manage business rules in line with budget.
- Process Improvement – Identify and implement of improvements with supervision from supervisor(s) in own business process areas and share best practices among customer service community to contribute to strengthen related O2C areas of customer service group.
- Projects –Participate implementation and timeline of customer service related projects within own related business unit.
- Integration – Manage related customer service activities, including best practice sharing, process set up and system migration. Periodic review of process to identify improvement opportunities.
Education
- Bachelor's Degrees [Business or related field preferred]
Work Experience
- 3-5 years' experience in Customer service
- System related experience: ERP (SAP preferred)
Job Specific Competencies & Skills
- Preferred: Working experience of SAP
- Good understanding of the products / services offer in a responsible area.
- Good understanding on purpose / objectives on operational handling topics.
- Effective communication and social skills with basic English
- Word/Excel: Intermediate level
Job Number:
Community / Marketing Title:
Customer Service Representative / Surface Solutions, Performance Materials
Location_formattedLocationLong:
Tokyo, Tokyo JP
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