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Customer Service Supervisor-International

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Cencora

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Location:
Japan , Tokyo

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Category:
Logistics

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

This role is responsible for providing superior client experiences and solutions to all World Courier customers to ensure their needs and expectations are met and exceeded, and that the reputation of the Company is enhanced during each engagement.

Job Responsibility:

  • Process client bookings over the phone, ensuring all relevant information is collected and entered into Transport Management System in a timely and accurate manner
  • Manage and resolve routine client issues and complaints in a friendly and professional manner, ensuring clients are satisfied with resolutions provided
  • Ensure that all shipments are followed through, from Job creation in Transport Management System to their Billing after delivery
  • Update and maintain the World Courier Japan Price list if necessary
  • Manage and maintain a high level of client Satisfaction
  • Responsibility for the daily running of the Customer Service inbound team i.e. to ensure that personnel are working to their full potential, that work is evenly distributed among staff, to ensure the systems are being utilized correctly and to the maximum, to ensure that calls and customers are being dealt with appropriately
  • To ensure that all customers receive the highest level of customer service and that departmental standards remain high
  • Observe and evaluate the team’s performance and offer assistance/ support to All Customer Service staff and Team leaders
  • Ensure all members of staff are up to date and fully trained on all new guidelines/Standard Operating Procedures and technological changes
  • Conduct regular Customer Service meetings to discuss the general running of the department
  • Identify areas where change may be required and implement the change if appropriate
  • Responsible for recruitment and training of all new Personnel to the department
  • Ensure that regular individual Feedback sessions are carried out to evaluate performance of all Team members
  • Hold regular meetings with Customer Service Team to ensure continued staff development
  • Conduct and document annual Appraisals with all staff
  • Actively promote a culture that values a safe and healthy workplace
  • Take reasonable care of, and cooperate with actions taken to protect: The health and safety of both themselves and others
  • Report all accidents, incidents and hazards to their Manager as soon as is practicable

Requirements:

  • Working knowledge of the Transportation industry and especially of the Japanese Import regulation and processes
  • Able to follow procedures & instructions
  • Able to take on projects at the request of management
  • Able to provide relevant information on request
  • Good communication skills – verbally & written, in both English and Japanese
  • Strong proficiency in Keigo
  • Ability to work as part of a team and independently
  • Have excellent interpersonal skills
  • Self motivated
  • Remains Calm under pressure
  • Flexible attitude – for working shifts and last minute coverage
  • High attention to detail
  • Uses own initiative
  • Able to prioritise workload
  • Friendly & polite
  • Dependable, reliable and trustworthy

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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