Customer Service Supervisor-International Job at Cencora (Tokyo)

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

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Customer Service Supervisor-International

Job Description

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