Job Description

About Our Client

Japanese / English Bilingual Language Ability Required

Our client is a global leader in logistics and supply chain management, providing comprehensive solutions in sea freight, air freight, road logistics, and contract logistics. With a strong presence in over 100 countries and a history spanning more than 130 years, the company is renowned for its innovative technologies, customer-centric approach, and commitment to operational excellence. They are well-established in Japan with approximately 1,000 staff, offering a dynamic and supportive environment for ambitious professionals.

About the Job

The Sea Logistics Customer Service Manager plays a pivotal role in being the voice of the customer. Overseeing and enhancing the local customer management and providing leadership to the customer service team. The successful candidate will be responsible for implementing the Customer Care strategy as defined by the National Sea Logistics Manager. The role will Manage both customer service and Operational Key Account Managers imbedded into a combined customer service team.

Your Responsibilities

• Provide leadership and direction to the Customer Service team of 20-30 people. The team includes Operational Key Account Managers as well as Sea Logistics Customer Service Executives.
• Take ownership and ensure the implementation of the Customer Care strategy.
• Attend Quarterly Business Reviews (QBRS) with Operational Key Account Managers, and give guidance on improvement opportunities for the client.
• Ensure close cooperation with Branch Management as well as Operations for an optimized customer experience.
• Manage Customer Service Key Performance Indicators (KPI's)
• Focus on the continuous improvement of customer service processes.
• Take corrective action and proactive communication when there are service issues.
• Focus on customer retention engagement of the allocated customer portfolio.
• Ensure service excellence through ensuring the CCL team has a high level of forwarding and market knowledge to support the Care Team in resolving customer complaints.
  

Your Skills And Experiences

• Experience in handling Quarterly Business Reviews and Customer Service Reviews with clients 
• KPI Management
• Team Management of 20-30 people.
• Strong experience in a similar role within container shipping.
• Excellent communication skills and ability to escalate internally in a correct manner.
• Native level Japanese.
• Highly proficient in Microsoft Office (Excel, Word and Outlook)

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