Assistant Manager Consumer Service Operations, eCom

Purpose & Overall Relevance for the Organization:

• Strengthen skill of consumer response and leverage global tools, best practices, and Voice of Consumer (VOC) feedback to improve relationship with consumers and brand image, quality of products and services
• Build optimal consumer response structure in eCom / Customization program area and contribute to consumer satisfaction and business growth

Key Responsibilities:

Strengthen link between business and consumers through optimal operations of response to consumer

【Consumer response quality improvement】

Maintain and improve consumer satisfaction throughout optimal response to consumers

• Improve level of consumer response in Call-center by monitoring KPI (Ensure to manage / supervise outsourcing vendors)
• Establish structure to share internal information about marketing and products, etc. in a timely manner
• Deal with serious complaint in a sincere and fair manner and develop relationship with consumers
• Support the collaboration with global internal Consumer Services teams to adopt global tools, frameworks, and best practices

【Strengthen consumer Information feedback】

Feedback requests / complaint from consumers to related departments and contribute to improvement quality of products / services

• Review VOC regularly and consolidate consumer information
• Share consumer information with related departments and lead internal improvement

【eCom / Customization Program】

Utilize specialized knowledge and skills effectively, stabilize consumer response and support business growth.

• Drive smooth operation for this area related with Global, eCom
• Build and maintain consumer response structure for eCom consumers in call-center
• Ensure product supply to eCom consumer with Logistics vendor
• Build and maintain Customization program operation
• Web order operation support
• Delivery information management
• QC management (Product inspection)
• Reproduction operation
• Defect registration / information gathering

【Business Improvement Initiatives】

• Execute daily tasks surely with thinking and efficiency
• Provide improvement plan for quality of work
• Review manuals / workflow as needed and coincide these with actual situations

Key Relationships:

• Key interfaces (internal): eCom, Retail, Sales, Quality control, Purchasing, Marketing, global CS
• Key interfaces (external): Call-center (HCL), eCom Logistics

Knowledge, Skills and Abilities:

• Customer Correspondence

[Experience in consumer correspondence]

• Web-related knowledge
• PC operation knowledge

• Play to Win
• Team Up for Top Result
• Think Customer / Consumer

• Negotiation skill
• Communication skill
• Results-oriented [A strong desire to achieve goals]
• Passion for sports
• Ability to propose
• Stress tolerability

Requisite Education / Qualifications:

• University degree
• Outlook Intermediate
• Word Intermediate
• Excel Intermediate
• PowerPoint Intermediate
• Japanese Business Level
• English Conversational