| 職種 |
Customer Care Lead/Manager
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| 雇用形態 |
正社員 |
| 勤務地 |
横浜 |
| 勤務時間 |
9：00～17：30 |
| 主な職務内容 |
The role has responsibility for leading OTR (Order-to-Remittance), Customer Care and Regional Sales and Operations Planning (SIOP) for Japan region. This team fully support the Service and Commercial organizations in the wing-to-wing cycle of order entry, delivery and invoicing and has responsibility for planning, assessment, forecasting and transactions. By setting the right organization, tools and processes and operating mechanisms, the organization will maximize revenue realization, simplify interactions with the commercial team and provide world-class customer experience.
And as a manager of Region Customer Operations team, you will be responsible for driving the monthly units product forecast for the region. The objective of the unit forecast is to enable revenue realization for all business unit product lines and optimize monthly inventory usage. To drive for success, this position will initiate, interact and connect frequently with all Sales Directors, and Account Managers, Region Product Leaders and Finance teams to understand sales plans and the unit needs. In addition, you will liaise with Global SIOP (Global Sales Demand Planning team) to understand excess opportunities and challenges during and in between cycles to communicate to sales team.
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Responsibilities include (but are not limited to):
- Providing management and leadership of the full Japan Customer Operations organization, including OTR, Customer Care and regional SIOP.
- Implementing the appropriate operating mechanism cross functions to optimize the interactions and enable smooth execution of orders, providing forecasts for commercial and finance and unit needed for global SIOP team.
- Influencing global tools and processes and facilitating implementation for smoother and faster execution; complementing with local tools and processes a needed.
- Owning all Region orders from handoff from sales through delivery and invoicing. As such, leading the development of OTR process (Order Entry, Fulfillment check, Date management, Invoicing, revenue recognition) that deliver improvement in results of key performance metrics.
Leading the development of the right process metrics necessary to deliver the key performance metrics.
- Understanding the relationship between the Revenue forecast (MBR), the new Orders-to-be-Booked in the Quarter and the Units requested to be shipped from the factories to the region, to ensure enough coherence.
- Establishing and maintaining operating mechanisms within all regions’ Managing Directors, Account Managers, Product Leaders and Finance to collect the data they are using forecast sales.
- Effectively liaising with product managers and Global SIOP and GOM to collect the right information about factories issues, resolutions, on NPI rollout and phase-in/phase-out.
- Providing leadership to a team of professionals, including assigning responsibilities, ensuring hiring, training, motivating and coaching employees as they provide attentive, efficient service to customers, assessing employee performance and providing helpful feedback and training opportunities.
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| 求められる知識・経験 |
＜必須＞ |
- BS/BA in Business, Finance, Supply Chain or similar discipline
- Eight years of experience in Customer or Sales operations, manufacturing planning, production control or similar area
- Directly and indirectly leading and managing large teams in matrixed environment
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| ＜あれば尚可＞ |
- Prior experience working in a cross-functional, global team environment
- Strong analytical and data management skills
- Strong verbal and written communication skills with the ability to communicate across all levels of the organization
- Experience with import/export and/or customs and tax invoicing
- Highly motivated goal-oriented self-starter that is effective in leading teams
- High Integrity: Accepting and adhering to high ethical, moral, and personal values in decisions, communications, actions, and when dealing with others
- A team player with high energy level, able to get things done by working with and through others
- Six Sigma experienced desired
- Experience with SAP, ServiceMax is preferred
- Good command of written/oral English
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| その他制度 |
インセンティブ制度 / 退職金制度 / 確定拠出年金制度 / 報奨制度 / 表彰制度 / 社外セミナー受講支援 / 各種社会保険完備 等 |