About this role
ROLE PROFILE Job Title:
Assistant Manager - Customer Service (Team Lead) Level:
5B Location:
Japan Reports To:
VP, OM & CS - APAC, EMEA and NAM Secondary Department:
GBS Customer Experience - OTC Operations Purpose of the Role:
To lead a team of Customer Service Executives delivering a standardised, efficient and customer-focused Order-to-Cash service, ensuring accurate order fulfilment, timely query resolution, strong controls and continuous improvement across the order-to-delivery lifecycle. Key Accountabilities (3-5) Team Leadership and Capability Lead, coach and develop a team of approximately five Customer Service Executives. Allocate work, manage capacity and coverage, set clear expectations and build capability through regular feedback, performance reviews, cross-training and knowledge sharing.Order Management and Customer Service Delivery Oversee accurate and timely order processing, customer query management and order changes, returns or cancellations. Monitor volumes, ageing, backlogs and blocked orders, and ensure customers receive proactive updates on delays, shortages and delivery changes.Exception and Stakeholder Management Act as the operational escalation point for complex customer or order issues. Coordinate with Sales, Commercial, Supply Chain, Logistics, Warehousing, Credit, Billing, Finance and Master Data teams to resolve exceptions and protect customer service and revenue.Performance, Controls and Reporting Track service levels and key measures including order accuracy, turnaround time, query resolution, backlog and customer satisfaction. Ensure adherence to OTC procedures, internal controls and documentation requirements, and implement recovery actions where performance is below target.Continuous Improvement and Change Identify recurring issues, lead root-cause analysis and drive corrective actions. Support process standardisation, automation, system testing and implementation of new ways of working while maintaining current process and knowledge documentation.Key Competencies (3) People Leadership and Coaching: Ability to set clear expectations, build capability, provide constructive feedback and create an accountable, engaged and customer-focused team.Customer Focus and Operational Excellence: Strong service orientation with the ability to manage priorities, service levels, controls and operational risks while delivering accurate and timely outcomes.Communication, Collaboration and Problem Solving: Confident communicator who can influence stakeholders, manage escalations and apply sound judgement to resolve complex customer and operational issues. Qualifications and Experience Required: Bachelor's degree in Business Administration, Commerce, Supply Chain, Finance or a related discipline preferred.7-10 years of experience in Customer Service, Order Management, Order-to-Cash or Supply Chain Operations.Previous experience leading or supervising an operational team, ideally a team of approximately three to five employees.Good understanding of the end-to-end OTC process, customer order lifecycle, service levels and operational controls.Strong analytical, problem-solving, prioritisation, stakeholder management and communication skills.Experience with ERP and customer service systems, preferably SAP, and Microsoft Office applications.Good written and verbal English, excellent local language capability and flexibility to support market working hours.