Client Services Manager - Global SCM / Logistics Company
Customer Service / Sales Support RoleHiring Company Name Hiring Company NameEnglish Duplicate Job ID315263 Job TypeFull-time LocationTokyo - 23 Wards SalaryNegotiable, based on experience Date RefreshedToday Minimum Experience LevelOver 3 years Career LevelMid Career Minimum English LevelBusiness Level Minimum Japanese LevelNative Minimum Education LevelBachelor's Degree Visa StatusJapanese national or permission to work in Japan required
The global mission critical parts industry is characterized by delivering services through a network of agents and partners. The Client Services Manager is responsible for the maintenance of existing customer relationships in Japan along with the supporting role of training the agent network, which includes evaluation and implementation of new agents, under Regional Director’s supervision. Flash delivers an end-to-end solution that includes 2 and 4 hour deliveries, next business day deliveries, Distribution Center services, transportation (within country and between countries), reverse logistics, network optimization as well as customer specific services related to the supply chain of each client.
To ensure a high level of service quality and KPI performance to customers in Japan with the agent network, we are looking for a Manager with experience in supply chain operations related to after sales services and vendor management reporting to the Regional Director located in Japan.
Duties and Responsibilities:
Maintain customer relationships that currently exist in JapanManage customer review meetings on monthly basisMaintain customer required reporting as required (weekly, monthly and quarterly)Developand maintain agent relationships across Japan Review KPIs with agent stakeholders and drive performance improvements and corrective actions Ensure quality training and update is provided to all Flashtrac users in Japan Qualify new agents, and negotiate service rate agreement under Regional Director’s supervisionPerform on-site and virtual auditsLook for opportunities to improve network efficienciesand drive quality improvementSupport new customer implementationsCustomer specific SOP development and updatesMaintain service compliance within the agent networkRequirements:
Minimum 3 years of experience in the logistics industry and / or supply chain management with emphasize on customer service supportExperience on customer service / sales support and logistics as well as process related.General understanding of Japanese Customs Law, duties and taxes processesMultilingual skills: Native level Japanese, Business level English (TOEIC800 or equivalent)PC skills: Microsoft Word, Excel, Outlook, Power Point, VisioStrong task management skills are essentialComfortably fit into fast-paced demanding business environmentFlexibly accommodate work hours to join conference calls that are occasionally scheduled with oversea clients and Flash organizationSix Sigma Greenbelt certification is a plusExpected Critical Results:
Consistently meet or exceed KPI through the agent network.Consistently meet or exceed customer expectations in both objective and subjective mannersHigh quality, responsive and well performing network of agents.Clearly demonstrate problem-solving capacity and ability to be timely and responsive. Develop, implement and manage a quality process that supports the resolution of problems and ensures sustainable improvements.Flash Global Logistics is a leading logistics provider in the critical spare parts industry with its head office in the USA. We primarily service Fortune 500 companies in the high tech, medical and semiconductor sectors. Warehouse services are provided throughout the world with parts being delivered within 2 to 4 hours of order placement. Services are provided through a global network of Agents who are managed through our extensive web based IT system and centralized command centers. For more information visit:www.flashlogistics.com.
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