Senior Officer, Customer Service, Care Chemicals - Japanese Speaking

Objectives of the Position

• Ensure accurate, timely, and compliant execution of end to end Order to Cash (OTC) processes with efficient and demonstrate high level of reliability.
• Demonstrate supervision skills to support the Customer Service team, ensuring service quality, compliance, and continuous capability development for the responsible countries.
• Act as a key interface for key customer accounts, supporting business continuity, issue resolution, and long term customer relationships.
• Support GBU in achieving KPIs and business targets through strong operational execution, process expertise, and data transparency.

Job Requirements:

Customer Service Operations & OTC Operation

• Manage order management activities, including order creation, changes, delivery coordination, invoicing and follow‑up, and exception handling.
• Monitor order status, supply availability, and delivery progress and performance; proactively communicate changes to customers as required and internal stakeholders.
• Ensure accurate and timely documentation handling (e.g. shipping documents, etc).
• Manage returns, credit / debit notes, and customer complaints via NCM system, ensuring timely resolution and feedback loop closure.

Supervisory & Team Support Responsibilities

• Provide day‑to‑day supervision, coaching, and guidance to Customer Service team members.
• Support workload allocation, priority setting, and escalation handling.
• Act as a role model for service mindset, compliance, and customer focus.
• Support team capability building, knowledge sharing, and onboarding of new team members.

Key Account Handling

• Serve as primary or senior service contact for assigned key customer accounts.
• Coordinate closely with Sales, Supply Chain, Finance, and Production to ensure stable service and issue resolution.
• Support customer relationship development by ensuring consistent service quality and operational excellence.
• Provide structured communication and updates to key customers during supply constraints or service disruptions.

Process Expertise & Cross‑Functional Collaboration

• Act as process expert for assigned OTC‑related processes (e.g. master data, credit management, NCM, quality coordination).
• Serve as key contact across teams for process alignment and best‑practice sharing.
• Support GBU heads and Sales with business analysis, service performance insights, and operational inputs

Systems, Data & Continuous Improvement

• Ensure correct and efficient use of SAP systems in daily operations.
• Act as SAP Power User, supporting reporting, analysis, and user guidance within the team.
• Identify service gaps and improvement opportunities; support implementation of process optimization and standardization initiatives.
• Contribute to data accuracy, transparency, and KPI monitoring for customer service performance.

Lead and support adhoc projects as required

Job requirements:

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, or equivalent experience.
• Minimum 5 years of experience in Customer Service, Supply Chain, Logistics, or related operational roles.
• Proven experience in OTC processes and customer interaction in a B2B environment.
• Prior experience in team support or supervisory role is required.
• Strong SAP knowledge; SAP Power User capability is an advantage.
• Good understanding of foreign trade practices and documentation.
• Strong customer orientation with structured problem solving skills.
• Ability to manage multiple stakeholders and handle pressure in a dynamic environment.
• Excellent team player with good communication skills