Assistant Manager Consumer Service Operations, eCom

Purpose & Overall Relevance for the Organization:

• Strengthen skill of consumer response and leverage global tools, best practices, and Voice of Consumer (VOC) feedback to improve relationship with consumers and brand image, quality of products and services

• Build optimal consumer response structure in e Com / Customization program area and contribute to consumer satisfaction and business growth

Key Responsibilities:

Strengthen link between business and consumers through optimal operations of response to consumer

**【Consumer response quality improvement】

Maintain and improve consumer satisfaction throughout optimal response to consumers

• Improve level of consumer response in Call-center by monitoring KPI (Ensure to manage / supervise outsourcing vendors)

• Establish structure to share internal information about marketing and products, etc. in a timely manner

• Deal with serious complaint in a sincere and fair manner and develop relationship with consumers

• Support the collaboration with global internal Consumer Services teams to adopt global tools, frameworks, and best practices

【Strengthen consumer Information feedback】

Feedback requests / complaint from consumers to related departments and contribute to improvement quality of products / services

• Review VOC regularly and consolidate consumer information

• Share consumer information with related departments and lead internal improvement

【e Com / Customization Program】

Utilize specialized knowledge and skills effectively, stabilize consumer response and support business growth.

• Drive smooth operation for this area related with Global, e Com

• Build and maintain consumer response structure for e Com consumers in call-center

• Ensure product supply to e Com consumer with Logistics vendor

• Build and maintain Customization program operation

• Web order operation support

• Delivery information management

• QC management (Product inspection)

• Reproduction operation

• Defect registration / information gathering

【Business Improvement Initiatives】

• Execute daily tasks surely with thinking and efficiency

• Provide improvement plan for quality of work

• Review manuals / workflow as needed and coincide these with actual situations

Key Relationships:

• Key interfaces (internal): e Com, Retail, Sales, Quality control, Purchasing, Marketing, global CS

• Key interfaces (external): Call-center (HCL), e Com Logistics

Knowledge, Skills and Abilities:

• Customer Correspondence

　Experience in consumer correspondence

• Web-related knowledge

• PC operation knowledge

• Play to Win

• Team Up for Top Result

• Think Customer / Consumer

• Negotiation skill

• Communication skill

• Results-oriented A strong desire to achieve goals

• Passion for sports

• Ability to propose

• Stress tolerability

Requisite Education / Qualifications:

• University degree

• Outlook Intermediate

• Word Intermediate

• Excel Intermediate

• PowerPoint Intermediate

• Japanese Business Level

• English 　　 Conversational