|部署・役職名||AIG Customer Service Manager|
Lead the AIG Group （CMD, MSD） Customer Service teams to carry out the Order Entry, Order Fulfillment needs of our customers.
Set and achieve Customer Service functional goals and results by using ‘best practice’ leadership and management principles and ensuring adherence to organizational procedures, policies, and systems.
Plan and engage in activities to ensure an enhanced and continuously improving customer experience. This includes but is not limited to projects and tasks to enhance the ordering process and improve alignment between sales, sales support, field service, supply chain, procurement, and product marketing.
•Develops and ensures the attainment of the job performance standards and goals for the AIG Customer service teams to achieve the organization’s customer care and retention goals, in addition to assisting in reaching revenue objectives for Japan.
•Instills a customer－focused culture that promotes and drives Customer Loyalty （as measured by Customer Allegiance Score, CAS） through the delivery of market leading customer experience.
•Aligns with and assists commercial leaders in the development of strategies and tactics to ensure achievement of AOP revenue, profitability, working capital, and organic growth commitments.
•For Business Continuity purposes, ensures all team members are properly trained, procedures and policies properly documents, all team members have backups, Job Descriptions and Job Expectations are properly documented, and the team has the ability to work from anywhere.
•Assists in the development and implementation of ‘best practice’ processes across the organization to ensure efficiency resulting in reduced costs and improved customer service.
•Assigns to his/her managers the workflow to ensure excellent service is delivered through appropriate staff planning, people development, improvement projects, and delegation to meet/exceed all of the department’s goals.
•Develops a training curriculum and personal development plan for all staff, and conducts training as required to achieve goals and service standards.
•Liaises with other supply chain, commercial, and shared service functions to ensure alignment and an enhanced customer experience. This includes but is not limited to working with Field service, Procurement, Planning, Logistics, Sales, Marketing, and Finance.
•Helps and mentors the team to solve problems that affect the service, efficiency, effectiveness, and productivity of the AIG operations group, and acts as the escalation point for most issues.
•Encourages the team to analyze and summarize data on all facets of the operations to drive transparency, objective, data－driven, and strategic decision－making.
•Establishes and maintains timely and thorough reporting to the regional and global Customer Service and Operations Leaders on all critical issues and initiatives for Japan.
•Creates the vision and strategy for fulfillment across Japan, establishing the capabilities, organization, and process improvements to achieve this vision, ensuring best practices are implemented and the team has market desired skills and competencies
•University Degree in Management, Finance, Supply Chain, Logistics Business, Engineering, or an equivalent technical discipline. MBA is a plus.
•10＋ years of proven customer service, supply chain, procurement, logistics, or operations management experience.
•Ability to lead large cross－functional projects, and will also develop this competency within the team.
•Does not micro－manage, but is not afraid to roll up his or her sleeves and jump into the detail to get the job done correctly, on－time, and on－budget
•Experience in building high performing customer－facing teams that succeed in install based instrument business and service parts business and industry.
•Excellent communication, presentation, negotiation, organizational, motivational, and strategy formulation skills.
•Strong analytical and problem solving skills and the ability to successfully interact with staff to problem solve （and preferably coach the team） to achieve goals.
•Expert experience with SAP and/or Enterprise One.
•Ability to quickly adjust priorities for self and team, and manage time wisely in a fast－paced and changing environment.
•Ability to communicate in both English and the local language in a clear, concise, understandable manner, and listen attentively to others, understand material, and provide instructions to all employees.
•Strong financial and business acumen skills.
•Goal oriented with passion, drive, a commitment to excellence and a can－do spirit.
•Travel up to 10％ including some international travel.
•Extensive experience in building or transforming a sustainable supply chain or operations organization, including implementing continuous improvement programs.
•Strong people leadership skills, and prior success in leading by influence in a matrixed organization.
•Drive the PPI business system to continually identify and review priorities, assess effectiveness and implement changes as needed.
•Has a strong passion to exceed goals and commitments for self and team, in additions to ensuring KPIs and metrics are met