Deputy Manager of Customer Service

A. Customer Service Management

*Operations Management:

- Develop delivery plans and schedules for hospitals and partners.

- Assign tasks and supervise delivery staff.

- Ensure the collection of soiled linen and delivery of clean linen strictly adhere to procedures and schedules.

*Process Control:

- Supervise the counting, sorting, and processing of laundry items at delivery points.

- Monitor and resolve issues promptly, including shortages, missing items, or damage.

- Inspect packaging quality, transport conditions, and linen status prior to delivery.

*Staff and Asset Management:

- Manage transport carts, vehicles, and supporting tools at hospital sites.

- Train and onboard new employees on delivery protocols.

- Propose additional manpower and working supplies as needed.

B. Delivery Management

* Feedback & Query Resolution:

- Receive feedback and inquiries from hospitals/partners regarding laundry service quality.

- Analyze root causes and collaborate with relevant departments to provide solutions.

- Report and propose process improvements to enhance customer satisfaction.

- Manage contracts and agreed service level terms:

- Monitor the execution progress of service contract terms.

- Ensure the quality and volume of services provided meet commitments.

- Coordinate with departments to accommodate ad-hoc requests from hospitals.

* Build and maintain customer relationships:

- Maintain good relationships with linen store managers and relevant hospital departments.

- Conduct regular and ad-hoc meetings to discuss service quality.

- Collect and analyze customer feedback to drive service improvements.

- Internal management and reporting:

- Prepare periodic reports on customer service operations and propose improvement solutions.

- Coordinate with delivery, production departments, and the board of directors to resolve arising issues.

- Organize training and guidance for customer service staff on communication and conflict resolution skills.

Yêu cầu công việc

1. Gender: Male

2. Education: Bachelor’s Degree required

3. Language Skills: Capable of communicating in Japanese or English.

4. Experience: Minimum 3–5 years of experience in logistics or customer service, with at least 2 years in a management position.

5. Preferred Qualifications:

- Experience working at Japanese Corporations/Companies or foreign enterprises.

- Experience in industrial laundry or hospital services is preferred.

Hard Skills:

- Team management and operational planning.

- Proficient in Microsoft Office (Excel, Word, PowerPoint) and logistics/CRM software.

- Problem-solving and customer complaint handling skills.

- Basic understanding of service contract management, transport management, and warehousing.

Soft Skills:

- Strong leadership, communication, and negotiation skills.

- Strong organizational skills, with the ability to work both independently and in teams.

- Service-oriented mindset, patience, and high attention to detail.

Certifications & Languages:

- Business English or Japanese capability. Please submit your CV in English or Japanese with a portrait photo attached.

- Certifications in logistics management or customer service are a plus.

Benefits:

1. Salary: Salary competitive and open to negotiation based on experience and capability.

2. Bonus: 13th-month salary, birthday bonus, public holiday bonuses, and performance-based bonuses according to company policy;

3. Insurance & Health Care: Full participation in Social Insurance, Health Insurance, Unemployment Insurance, and annual health check-ups as prescribed by law.

Quyền lợi

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