Head of Customer Excellence PS Japan/ Life Science (Tokyo)

Work Your Magic with us!  

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

As a vibrant science and technology company, we believe in science as a force for good. We make a positive difference on millions of people´s lives every day.

メルクは、ヘルスケア、ライフサイエンス、エレクトロニクスの分野における世界有数の企業です。サイエンスとテクノロジーへのあくなき探究から生まれる革新的な製品・サービスで人々の豊かな暮らしを創造します。

メルクグループジャパンについて、こちらをご参照ください。

JOB DESCRIPTION

Position Title: Head of Customer Excellence PS (Process Solutions) Japan

Location: Tokyo

Report to: Head of Customer Excellence APAC (in Singapore)

Direct reports: 12 FTE +

We are seeking an exceptional Customer Excellence Manager for Japan to lead, coach, and motivate our Process Solutions Customer Excellence team to deliver outstanding customer service.

KEY RESPONSIBILITIES

People Management:

• Supervise, coach, appraise, and motivate the team to achieve goals and targets.
• Communicate team priorities, schedule activities, and optimize resource utilization.
• Hold regular meetings to inform the team and internal partners on business practice developments.
• Set and monitor clear objectives and KPIs for the team.
• As a leader, you will show true leadership and passion in building a strong performing team, advocating change, shape the staff behaviors, and engage with team to identify personal development opportunities.

Customer Interaction:

• Ensure the team provides a high level of support to both external and internal customers.
• Build strong relationships with customers and focus on problem-solving in communications and actions.
• Advocate for the customer internally and act as an ambassador for the Japan Customer Excellence and the customer.

Problem-Solving:

• Use sound judgment and take initiative to maximize customer satisfaction without compromising the company’s integrity.
• Report unusual or escalated service issues to the appropriate individuals/departments, ensuring thorough, detailed information is provided.
• Validate complex and dynamic information from a diverse range of external and internal sources and develop solutions, ideas, and recommendations for the business.

Operational Support:

• Engage with internal business partners locally, regionally, and globally to align on the solutions to resolve internal bottlenecks relating to order to cash operations and provide quality service in Key Accounts.
• Collaborate and provide support to the team when necessary.

Leading by Example:

• Consistently represent the company in a positive, professional manner, utilizing proper phone etiquette and grammar in written correspondence to customers.
• Confident and initiative-taking in offering support to the team. Drive constructive conversations improve the quality of the business performance by identifying and escalating the trends, bottlenecks or any other issue hindering a total customer satisfaction. 
• Involve other managers or stakeholders and ask their input on their views on how to improve the business and team spirit.
• Demonstrate professionalism, integrity, and the company's values as part of the daily routine.
• Continuously search for value-added innovative initiatives to differentiate the organization.

CANDIDATE PROFILE:

• Minimum 5 years’ experience in customer service and people management roles. (More than 3~5 people management experience is mandatory.)
• Experience in a chemical, life science industry is nice to have but not mandatory.
• Passion for motivating and developing talents.
• Proven initiative-taker with motivation and business acumen.
• Excellent communication, listening, reporting, and data analysis skills.
• Native-level Japanese and proficient English language skills.

Recruiting Contact: Fang Liu

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
 
Apply now and become a part of our diverse team!

Register now to our new Talent Zone! It is a great way to stay connected, learn more about our company, career opportunities and events! Even you have no plan to apply a position now, please feel free to register to be visible to our internal recruiters and stay in touch for future opportunities.

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Talent zone link: https://careers.vibrantm.com/global/en/jointalentcommunity