Customer Service Account Manager (Healthcare) (#1585)

Customer service lead for Japan operations at a global healthcare diagnostics company, based in Tokyo.

- Own customer service operations and order fulfilment for Japan, from specimen retrieval to report delivery

- Support field sales and distributor teams with inside sales and customer follow-up

- Handle and resolve complex customer requests and complaints, including the customer hotline

- Liaise with international sales, marketing and global colleagues

- Help build and improve the customer experience model, processes and SOPs

- Work with healthcare professionals, patients and their families, media and distributorsCustomer service lead for Japan operations at a global healthcare company, based in Tokyo.

- Own customer service operations and order fulfilment for Japan

- Support field sales and distributor teams with inside sales and customer follow-up

- Handle and resolve complex customer requests and complaints, including the customer hotline

- Liaise with international sales, marketing and global colleagues

- Help build and improve the customer experience model, processes and SOPs

- Work with healthcare professionals, patients and their families, media and distributors

- Comply with quality management system policies

- Office-based in Tokyo, with occasional travel

- Compensation: base about JPY 7M to 11.5M plus 10% incentive

- Comply with quality management system policies

- Office-based in Tokyo, with occasional travel

- Compensation: base about JPY 7M to 11.5M plus 10% incentive

- 4+ years of customer service experience (or degree in a related field)

- Fluent Japanese; business-level English for reading and writing corporate materials

- Strong order management, data entry and customer service systems skills

- Proficiency in Microsoft Office; Salesforce or similar CRM preferred

- Experience following or writing SOPs; comfortable with strict procedures

- Excellent communication, conflict resolution and professional telephone manner

- Healthcare, pharma or medical device experience preferred

- Able to work on site in Tokyo