Lead Customer Service Representative

Job Number: 1035

External Description:

Serve as the starting point for collaboration with each department in the supply chain and take responsibility for LSG business from order receipt to delivery.
Communicate closely with sales, marketing and other related departments to contribute to the growth of the business as a customer service representative.
Always put the customer first and provide a better customer experience.
Be aware of issues and work for improvement. Drive improvements in customer service processes and rules to make them more efficient and accurate.
Work with team members to solve problems and achieve goals, take ownership of orders, minimize risk, and communicate and coordinate internally and externally to ensure on-time delivery of orders. Communicate and coordinate internally and externally to ensure on-time delivery of projects while minimizing risk.
Process orders using E1/SAP, check inventory, price and product information, process shipments and prepare various documents.
Respond to inquiries via phone, email, and fax.
Improve customer service processes and related processes.
Identify, visualize, and standardize processes and areas of variation in order to improve productivity and reduce errors.
Promote documentation of customer service processes and related processes (SOPs, WIs).
To minimize the risk of backlogs and delays in delivery, proactively take action in cooperation with each department to minimize risk, and communicate in advance and spontaneously to ensure high quality communication of delivery dates.
When a problem is detected, timely escalation is made and action is taken to resolve the problem promptly. When errors occur, investigate the cause and develop and implement measures to prevent recurrence.
Understand the team's KPIs and strive to achieve them. If there is a deviation from targets, work with the team to make improvements.
Work with the inventory planning team to contribute to inventory planning that reflects sales forecasts and market demand forecasts.
Work closely with the purchasing team to ensure timely delivery as a team.
Participate in system testing and projects as a Super User.
Act as a trainer to provide operational training to team members.
Participate in internal projects.

Job Number: 1035

Community / Marketing Title: Lead Customer Service Representative

Location_formattedLocationLong: Tokyo, Tokyo JP