Head of Customer Service

merckgroup Tokyo, Japan

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Head of Customer Service, Japan / Life Science

メルクと一緒に、あなたの力を発揮しよう！

冒険、限界への挑戦、そして発見に焦がれるあなたへ。あなたの大志を、メルクで羽ばたかせましょう！科学とテクノロジーを駆使したイノベーションに情熱を注ぐメルクのスタッフは世界中で活躍中です。ヘルスケア、生命科学、エレクトロニクスの分野で、メルクのソリューションは人々の暮らしをますます豊かなものにしています。あなたとメルクの力を合わせて、大きな夢を抱きましょう。メルクは、人、顧客、患者、そしてこの地球という惑星が共存する豊かな世界の構築に情熱を注いでいます。このためメルクでは、好奇心にあふれた人材を募集中です。メルクと一緒に、想像を超えた世界を開拓しませんか？

We are seeking a dynamic and experienced Head of Customer Service to lead and drive our Japan Customer Service team and customer experience initiatives. As the Head of Customer Service Japan, you will be responsible for creating and driving our service strategy, including automation and identification of opportunities to drive additional customer value and retention. Functionally, you will be responsible for front-line customer service, order management and key customers across customer channels including phone, email, and chat. The position reports directly to the Associate Vice President of Customer Service, APeC.

Your Role:

Lead and manage a large-scale Customer Service organization supporting Japan market.

Lead and mentor a dedicated team of Customer Service Managers, providing strategic guidance, coaching, and performance assessments to ensure the highest level of customer engagement and satisfaction.

Collaborate closely with Japan Commercial, Franchises and Integrated Supply Chain teams and other internal stakeholders such as QA/QC and Regulatory compliance to enhance customer experience, represent customer needs and pain points, and drive improvements in customer experience along their buying journey.

Implement performance metrics and KPIs to measure customer service, track progress, and showcase the value delivered to customers.

Drive initiatives to address customer escalations and complex issues with a proactive and solution-oriented mindset, collaborating across departments to drive timely resolutions.

Stay abreast of industry trends, competitive landscape, and customer feedback to identify opportunities for continuous improvement in our offerings and customer interactions.

Develop and manage the customer service budget, ensuring optimal allocation of resources and cost-effective marketing initiatives.

Prepare regular reports and presentations for senior management, providing insights, recommendations, and performance updates.

Influence and encourage role model behavior through communicating a clean and compelling vision to motivate others to a personal best.

Who You Are:

Education & Experience:
- Bachelor’s degree in a relevant field (Master’s, MBA preferred).
- 10+ years of progressively responsible experience in customer service, customer success, or related roles within the Life Science industry.
Skills & Competencies:
- Proven leadership experience in building and managing high-performing teams focused on delivering exceptional customer experience.
- Exceptional communication, interpersonal, and relationship-building skills, with a track record of fostering trust and credibility with customers across various levels.
- Strategic thinker with the capability to develop and execute customer service strategies that align with overarching business goals.
- Proficiency in data analysis and utilization of metrics to measure customer success, identify trends, and guide data-driven decision-making.
- Ability to work with sensitive company information in a professional and confidential manner.
- Ability to navigate ambiguity, drive clarity, and influence stakeholders at all levels.
- Strong problem-solving skills, with a proactive and results-driven approach.
- Strong change management skills and practices to plan and execute projects, foster engagement and reducing resistance throughout implementation.
- English mandatory.

**私たちが提供するもの：**私たちは、さまざまな背景、視点、人生経験を持つ好奇心旺盛な人々で構成されるグループです。この多様性が卓越性と革新を促進し、科学と技術のリーダーシップを強化すると信じています。私たちは、すべての人が自分のペースで成長し発展するためのアクセスと機会を創出することにコミットしています。何百万もの人々に影響を与え、誰もが人類の進歩を支持できるようにする包括性と帰属感のある文化を築くために私たちに参加してください！

今すぐ応募して、発見を促し、人類の発展を高めることに専念するチームの一員になりましょう！

Job Requisition ID: 297820

Location: Tokyo

Career Level: E - Professional (10+ years)

Working time model: Full-time

North America Disclosure
The Company is committed to accessibility in its workplaces, including during the job application process. Applicants who may require accommodation during the application process should speak with our Candidate Services team at 844-655-6466 from 8:00am to 5:30pm ET Monday through Friday. If you are a resident of a Connecticut or Colorado, you are eligible to receive additional information about the compensation and benefits, which we will provide upon request. You may contact 855 444 5678 from 8:00am to 5:30pm ET Monday through Friday, for assistance.

Notice on Fraudulent Job Offers
Unfortunately, we are aware of third parties that pretend to represent our company offering unauthorized employment opportunities. If you think a fraudulent source is offering you a job, please have a look at the following information.

Job Segment: Change Management, MBA, QA, QC, Customer Service, Management, Quality

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