Manager Customer Service II

Donaldson is committed to solving the world’s most complex filtration challenges. Together, we make cool things. As an established technology and innovation leader, we are continuously evolving to meet the filtration needs of our changing world. Join a culture of collaboration and innovation that matters and a chance to learn, effect change, and make meaningful contributions at work and in communities. ​

Job Purpose】

CS）マネージャーは、顧客への製品の迅速な納品を確保するためにCSチームをリードします。この役割には、顧客、営業、生産管理、物流との調整を行い、スムーズな運営をサポートすることが含まれます。CSマネージャーは、コスト削減とサービス品質向上のための効率的なプロセスを導入し、チームメンバーの能力向上のためのトレーニングと育成を行います。また、チームのパフォーマンスを評価し、個人およびチームの目標を達成するために指導します。納品パフォーマンスが顧客満足度および会社の収益性に与える重要な影響を認識し、対応します。

Key Accountabilities】

1. CS部門の年間予算を作成・管理します。

CSグループのパフォーマンスを測定し、ベンチマークを設定して、CSメンバーを指導し、ベストプラクティスを促進して全体的なパフォーマンスを向上させます。

2. CSチームの年間目標、戦略、および戦術（OST）計画を作成し、さまざまな会議や定期報告で報告します。

3. 月次業務レビューでCSチームを代表します。

CS活動報告、CS業務レビュー、およびその他の統計や報告を行います。

4. R12注文管理モジュール / システムの利用を監督し、改善のための提案を行います。RPA（ロボティック・プロセス・オートメーション）を活用して、注文処理の効率化とエラー削減を図ります。また、DX（デジタルトランスフォーメーション）戦略を推進し、最新の技術を導入して業務プロセスを最適化します。

5. 会計年度ごとに必要なカイゼン、リーン、5Sイベントを管理・報告します。

Donaldsonのグローバルまたは地域の会議に日本のCSを代表して出席します。

6. CSと営業、生産管理、物流などの他部門との間の問題を特定・解決します。

7. CSスタッフと顧客の間で発生する可能性のある問題を積極的に特定し、対処して円滑なコミュニケーションと解決を確保します。

CSチーム内の人事問題を管理します。

Job Purpose

The Customer Service (CS) Manager is responsible for leading the CS team to ensure timely delivery of products to customers. This role involves coordinating with customers, sales, production control, and logistics to facilitate seamless operations. The CS Manager will implement efficient processes to reduce costs and enhance service quality while training and developing team members to improve their capabilities. Additionally, the CS Manager will evaluate team performance to meet individual and team objectives, recognizing the significant financial impact of delivery performance on customer satisfaction and company profitability.

Key Accountabilities1

Create / manage the yearly budget for the CS Dept.

Measure the performance of the CS group; establish benchmark; coach CS members and promote best-

practice to improve their overall performance.

Key Accountabilities2

Create the yearly Objectives, Strategies and Tactics (OST) Plan for the CS team and report in the various meetings and periodic reports.

Key Accountabilities3

Represent the CS team in the monthly business review.

Report CS Activities (monthly), CS Business Review (monthly / quarterly) and other Statistics and Reports as required.

Key Accountabilities4

Oversee the utilization and make recommendations for improvements of the R12 Order Management module / systems.

Utilize RPA (Robotic Process Automation) to enhance the efficiency of order processing and reduce errors. Additionally, promote DX (Digital Transformation) strategies by implementing the latest technologies to optimize business processes.

Key Accountabilities5

Manage / Report the required Kaizen / Lean / 5S events per fiscal year for CS.

Attend / represent Japan CS in Donaldson Global or Regional meetings, as required.

Key Accountabilities6

Identify / Resolve any issues between CS and other departments such as sales, production control, and logistics.

Key Accountabilities7

Proactively identify and address any issues that arise between CS staff and customers to ensure smooth communication and resolution.

Manage HR matters within the CS team according to NDL HR Standards and Procedures.

Key Qualifications & Requirements

Education Qualification :

University Degree or equivalent Professional Certificate

Technical Competence & Skills :

Data Base Use & Management / PC & Business Software / Oracle Knowledge / Manufacturing Process.

Coaching / People Development / Performance Management / Recognition.

English communication skill is mandatory to have.

Leadership Competence :

5-10 people management experience is preferable.

Relevant Experience :

3 years and more in CS Management (Order Management).

Sales Support Management Experience.

Sales and Sales Management Experience is preferred.

ERP system and Order Management Module is preferred (Oracle experience is strongly preferred).

LI-Hybrid