Fortive
Customer Service Manager
JapanRemotePosted Today$50,000 – $120,000
Full TimeSeniorRemoteJP
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Job Description
Reports to: Sr. Customer Service ManagerAbout the RoleWe are seeking an experienced and results-driven Customer Service Manager to lead our Customer Service and Order Management team. In this role, yo
Key Highlights
- Team Leadership & Development: Oversee the hiring, onboarding, and continuous training of customer service staff to build a capable, motivated, and high-performing team.
- Performance Management: Define, track, and analyze functional KPIs and improvement targets. Utilize lean management tools to drive action plans and address performance gaps.
- Policy & Process Optimization: Develop, enhance, and implement customer service policies, procedures, and standards that ensure compliance while maximizing customer satisfaction.
- Customer Engagement: Proactively communicate with customers to understand their needs and expectations, and make appropriate adjustments to meet them. Serve as the primary escalation point for complex or unresolved issues, ensuring timely follow-up and resolution.
- Operational Efficiency: Identify and implement automation opportunities within daily customer service workflows to improve productivity and efficiency.
Qualifications
Required Qualifications
- Education: Bachelor’s degree (or equivalent) in Business, Finance, or a related field is required. Significant relevant work experience may be considered in lieu of a degree.
- Experience: Minimum of 10 years of progressive experience in Customer Service, Order Management, or Sales Operations, with proven people management and leadership experience.
- Technical Skills:Deep expertise in SAP S/4HANA.Advanced proficiency in Microsoft Excel (data analysis, reporting, modeling).
- Deep expertise in SAP S/4HANA.
- Advanced proficiency in Microsoft Excel (data analysis, reporting, modeling).
- Core Competencies:Strong leadership and team-building capabilities.Excellent written and verbal communication and interpersonal skills.Strategic thinker with strong problem-solving and cross-functional coordination abilities.Deep understanding of the end-to-end quote-to-cash process.
- Strong leadership and team-building capabilities.
- Excellent written and verbal communication and interpersonal skills.
- Strategic thinker with strong problem-solving and cross-functional coordination abilities.
- Deep understanding of the end-to-end quote-to-cash process.
About the Company
Fortive
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Job Details
Employment Type
Full Time
Experience Level
Senior
Salary Range
$50,000 – $120,000
Location
Japan
Work Mode
Remote
Posted
Today
Country
JP