Description
•Drive process improvements in customer service operations, providing oversight and direction for process optimization of order management, inquiry management and communication with internal /external customers including outsourced day-to-day operations of MedTech Japan.

•Collaborate with Customer Service operations team to achieve more efficient and high-value-added services with shared responsibility for achieving CS KPI target.

•The Customer Service Operational Excellence Manager is responsible for providing oversight, and monitoring performance for transactional customer service activities, including outsourced day-to-day operations of MedTech Japan.

•Individual will lead teams to ensure process improvement including digital solutions implementation.

•The Manager is expected to be proficient in process improvement related to customer service operations and initiatives led by his/her reports, and have a thorough understanding of the overall Integrated Supply Chain organizations.

•The Manager is expected to enable strong relationships and collaboration across functions and regional/global stakeholders as needed to ensure process improvement to internal/external customers.

•The CS Operational Excellence Manager will show a clear desire and well-developed ability to navigate key relationships/overlaps that exist between Customer Service and other key business units, including Supply Chain, Commercial, IT, Finance and Shared Services.

Key Responsibilities
•Provide oversight and technical direction for process improvement related to order management, inquiry management activities performed by Customer Service Operations team.

•Track of CS KPIs, such as OTIF-D, Order Fill Rate, Backorders, Complaints, Call Answer, DSI (Delivery Service Issue) and propose action plans with Customer Service.
•Participate in Customer Service budget elaboration (P& L) and guarantee the achievement of expense/CAPEX targets approved with Deliver leadership and Finance area.
•Ensure Quality & Compliance and consistency with customer interactions.
•Attract, develop, and retain CS and CS Operational Excellence talent to the CS OpEx team, guarantee constant technical training and maintain a collaboration environment among employees.
•Monitor team efficiency and effectiveness based on pre-determined organization performance metrics.Education Level
•University/Bachelor's Degree or Equivalent

Years of Experience
•5- years of relevant experience.

Required Skills
•English (Advanced)

Preferred Skills
•Technical skills: MS Office, SAP.
•Office skills: Standard office telephone, Email, Outlook.
•Professional skills: Ability to make quick decisions; Perform efficiently and effectively
•Strong project management experience & process improvement, and problem-solving skills including digital solution implementation.
•Financial Management & Budgeting basic knowledge.
•People management & Talent Development