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Job Purpose

The Customer Service (CS) Manager is responsible for leading the CS team to ensure timely delivery of products to customers. This role involves coordinating with customers, sales, production control, and logistics to facilitate seamless operations. The CS Manager will implement efficient processes to reduce costs and enhance service quality while training and developing team members to improve their capabilities. Additionally, the CS Manager will evaluate team performance to meet individual and team objectives, recognizing the significant financial impact of delivery performance on customer satisfaction and company profitability.

Key Accountabilities1

Create/manage the yearly budget for the CS Dept.

Measure the performance of the CS group; establish benchmark; coach CS members and promote best-

practice to improve their overall performance.

Key Accountabilities2

Create the yearly Objectives, Strategies and Tactics (OST) Plan for the CS team and report in the various meetings and periodic reports.

Key Accountabilities3

Represent the CS team in the monthly business review.

Report CS Activities (monthly), CS Business Review (monthly/quarterly) and other Statistics and Reports as required.

Key Accountabilities4

Oversee the utilization and make recommendations for improvements of the R12 Order Management module/systems.

Manage/Report the required Kaizen/Lean/5S events per fiscal year for CS.

Attend/represent Japan CS in Donaldson Global or Regional meetings, as required.

Key Accountabilities5

Identify/Resolve any issues between CS and other departments such as sales, production control, and logistics.

Key Accountabilities6

Proactively identify and address any issues that arise between CS staff and customers to ensure smooth communication and resolution.

Manage HR matters within the CS team according to NDL HR Standards and Procedures.

Key Qualifications & Requirements 

Education Qualification:

University Degree or equivalent Professional Certificate

Technical Competence & Skills:

Data Base Use & Management / PC & Business Software / Oracle Knowledge / Manufacturing Process.

Coaching / People Development / Performance Management / Recognition.

English communication skill is mandatory to have.

Leadership Competence:

5-10 people management  experience is preferable.

Relevant Experience:

3 years and more in CS Management (Order Management).

Sales Support Management Experience.

Sales and Sales Management Experience is preferred.

ERP system and Order Management Module is preferred (Oracle experience is strongly preferred).

Employment opportunities for positions in the United States may require use of information which is subject to the export control regulations of the United States. Hiring decisions for such positions are required by law to be made in compliance with these regulations. Applicants for employment opportunities in other countries must be able to meet the comparable export control requirements of that country and of the United States.

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Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.