[Exclusive] Customer Service Account Manager

The Customer Service Account Manager will be working closely with Sales and Commercial teams to support sales objectives. This role engages with customers and distributors, ensuring exceptional service to drive retention and long-term relationships.

Overseeing customer service operations, the Customer Service Manager helps develop a world-class Customer Experience model that anticipates needs, scales efficiently, and sets industry standards.

This role requires multitasking and handling diverse inquiries from healthcare professionals, cancer patients and families, media, distributors, and internal sales teams.

Essential Duties

• Foster a customer-centric culture across the commercial organization.
  


• Identify and implement effective solutions for critical client business needs.
  


• Advocate for customer needs through collaboration with commercial, services, operations, and logistics teams.
  


• Provide inside sales support for the Japanese field sales team, including Sales Managers, Oncology Liaisons, and distributor sales representatives.
  


• Partner with Customer Service team members to enhance efficiency and improve customer experience.
  


• Address and resolve complex customer requests or complaints.
  


• Manage customer service hotline inquiries, documenting interactions per company policies.
  


• Oversee order fulfillment in Japan, ensuring smooth coordination of specimen retrieval, international shipments, and test report delivery.
  


• Represent Customer Service in meetings, customer appointments, and presentations.
  


• Direct inquiries to the appropriate department while ensuring a seamless customer experience.
  


• Manage multiple projects efficiently with strong organizational skills and a sense of urgency.
  


• Uphold company values through accountability, innovation, integrity, quality, and teamwork.
  


• Collaborate with Sales, distributors, and other departments to achieve business goals.
  


• Contribute to a workplace culture of curiosity, patient focus, diversity, and mutual respect.
  


• Complete in-depth training to gain operational, logistical, and clinical knowledge.
  


• Adhere to Quality Management System policies and procedures.
  


• Maintain regular and reliable in-office attendance in Tokyo.
  


• Be available for occasional travel, including overnight or weekend trips if required.
  

Requirements

Required Skills & Experience

• Develop, implement, and standardize processes and procedures.
  


• Optimize operations for efficiency while maintaining quality standards.
  


• Proficiency in Microsoft Office and data management software.
  


• Train and support new customers, address inquiries, and resolve issues.
  


• Maintain and update standard operating procedure documents.
  


• Strong multitasking skills with the ability to manage multiple priorities.
  


• Adapt quickly to new IT tools and systems.
  


• Enthusiastic about improving English listening and speaking skills.
  

Benefits

• Strong international team environment
  


• Collaborative and welcoming team culture
  


• Competitive salary
  


• Attractive Japan specific benefits