Customer Operations Manager

Location: Tokyo
Job type: Permanent
Contact name: lynn ong

Contact email:
Job ref: 33481
Published: about 1 year ago
Startdate: 05 April 2023 - 05 May 2023
  • Set quality standards and performance metrics for customer service, pre- and post-sales service, installation and site management by studying and benchmarking against best practices within and beyond office furniture industry. 

  • Analyze input from process, outcome and customer measures (for e.g., turnaround time for drawings/quotation, timeliness of project completion, cost containment, and customer satisfaction surveys results) in order to improve customer service and sales operations. 

  • In cooperation with the Sales leader, SMs and local operation managers, make recommendations to ensure that the PM teams have the resources and capabilities to complete and handover installations.

  • Develop business practices for cooperation with installation sub-contractors to ensure a consistent level of service is provided to customers.

  • Develop and implement Project Management outsourcing programs to provide adequate resources (for e.g. third-party installers, warehousing, transporters) in the most cost effective manner when required.

  • Provide leadership and direction to the Bid & Design function across the region to ensure timely delivery of quality service to sales offices.

  • Develop and establish internal control mechanisms to maintain consistent and accurate processing of orders and tracking of shipments to ensure timely and quality delivery of products and services.

  • Establish and maintain standard workflow on providing timely update of order and shipment status to sales members, project managers, factories, suppliers and end users.

  • Work with local customer operations members to determine and implement the appropriate corrective processes to resolve design, specification, order entry, production, deliveries and installation errors.

  • Work with local customer operations members to develop the best business practice and process internally between sales, bid & design and project management team and customer service.