Customer Service Manager, Automotive and Industry

必須資格・経験

• 自動車または産業分野でのカスタマーサービスまたは受注管理業務経験5年以上、かつマネジメント経験
• チームマネジメント・リーダーシップスキル
• 国内・国際物流、受注から納品までのプロセスに関する知識
• SAPまたは同等の受注管理システムの使用経験、Order-to-Cashプロセスに精通していること
• 顧客志向の問題解決能力
• 部門横断的な連携を行うための優れたコミュニケーション能力
• 日本語および英語でのビジネスレベルの会話・文書作成能力（両方）

勤務地

• 平塚または岡崎※どちらかを拠点にしていただき、メンバーのサポートやマネジメントを担っていただきますので、定期的に出張が発生します

レポートライン

• 自動車・産業部門 VP 直下

関係部署

• 日本国内の自動車・産業チーム
• APAC地域内のカスタマーサービスチーム
• サプライチェーン、物流、製造、財務部門
• 3PL（サードパーティーロジスティクス）

Position Summary
The position of Customer Service Manager at Sika Japan, Automotive and Industry will lead a dynamic team of 10 Customer Service Representatives in the Automotive and Industry division, ensuring top-tier service and operational excellence in order fulfillment. This role is responsible for overseeing the full order processing lifecycle from order receipt through to delivery, and for driving exceptional customer satisfaction across domestic and export accounts. The Manager will ensure a seamless communication flow across departments, continuously improving customer service processes, and enhancing the team’s performance.

Main function/responsibility/competencies

1. Team Leadership and Development: Lead, mentor, and develop a team of 10 Customer Service Representatives. Foster a collaborative, high-performance environment that promotes professional growth and delivers outstanding results.
2. Order Management: Oversee the receipt, processing, and verification of customer orders (domestic and export) via fax or email. Ensure that all order information is accurate and processed in a timely manner to meet customer requirements and company standards.
3. Customer-Centric Communication: Serve as the primary point of contact for customers, maintaining proactive communication to manage order status, resolve issues, and ensure timely delivery. Resolve customer requests quickly and efficiently, in line with business policies and procedures.
4. Cross-Functional Collaboration: Work closely with sales, logistics, supply chain, finance, and external partners to ensure that customer needs are understood and met, and that the company's commitments are always fulfilled. Foster positive relationships with customers by consistently exceeding service expectations.
5. Process Improvement and Compliance: Continuously evaluate customer service processes for improvements to drive efficiency and quality. Ensure adherence to corporate policies, procedures, and local legislative requirements, and keep management informed of any deviations or required adjustments.
6. Performance Monitoring and Reporting: Monitor open order status and take corrective actions when necessary to ensure on-time delivery. Provide regular updates to the business on sales order volume versus forecasted figures, ensuring alignment with company goals.
7. System Management: Act as the primary point of contact for the SAP module in Japan. Ensure seamless use of the system to support customer service operations and drive accuracy in order management.
8. Backup and Support: Provide backup support to other team members as needed to ensure continuity in service delivery, especially during peak periods or staff absences.

Qualifications:

• Proven experience in customer service or order management, with at least 5 years in a supervisory or managerial role within the automotive or industrial sectors.
• Strong leadership and team management skills, with a track record of developing and motivating teams to deliver high performance.
• In-depth knowledge of order processing and logistics, including both domestic and international shipments.
• Proficiency in SAP or similar order management systems, with a strong understanding of the Order-To-Cash process.
• Excellent problem-solving abilities and a customer-focused approach to resolving issues quickly and effectively.
• Strong communication skills, with the ability to collaborate across multiple functions and interact professionally with customers at all levels.
• Fluency in Japanese and English (both written and verbal) is highly desirable.