Customer Service Account Manager III , Japan

Abbott Laboratories · Tokyo

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Position Overview

This position will be based in the Tokyo Office.

The Customer Service Account Manager III, Japan will report directly to the Japan Customer Service Manager whilst working closely with Sales and other Commercial personnel to support sales objectives through strategic and tactical activities, actively engaging with current customers and distributor(s), and provide the highest level of customer service to ensure long-term relationships and retention.

The CsAM will oversee all operational and administrative processes associated with the Customer Service department.  This role will assist in the development and implementation of a world class Customer Experience model that is ahead of the curve to anticipate changes in customer needs, prepared to expand quickly and efficiently, and considered the best in the industry.

The Customer Service Account Manager III, Japan should be prepared to handle multiple tasks, to answer to a variety of queries that will come from a diverse Customer base that may include health care professionals, cancer patients and their family members, media representatives, distributor sales representatives, internal sales representatives, and others.

The impressions we create when we interact with those people who seek us out will play a significant role in establishing favorable customer experiences. The Customer Service Account Manager III, Japan will need to understand not only the technical aspects of the services that Exact Sciences offers but must also possess the ability to communicate professionally and effectively with all individuals, including external customers and other international personnel.

The Customer Service Account Manager III, Japan will also serve as a liaison to International Sales and Marketing and provide customers with logistics and personalized customer service as it relates to the international market.

Essential Duties

Essential duties include but are not limited to the following:

• Inspire and drive customer success culture across the commercial organization.
• Identify and execute effective solutions to address all client’s critical business issues.
• Advocate customer needs through cross-functional internal partnerships with commercial, services, operations, and logistics.
• Provide inside sales support to Japanese assigned territory field sales staff: Regional Oncology Liaisons (ROLs), Sales Managers, and distributor sales reps.
• Partner with other Customer Service team members to develop efficiency and process improvements to enhance the customer experience.
• Handle and resolve complex customer requests or complaints, as appropriate.
• Answer in-coming calls to the Customer service hotline during business hours and reply to phone messages left overnight when the phones are not staffed. Document all calls according to Customer Service Policy and Procedures.
• Oversee order fulfillment for all orders originating in Japan, including assistance with the retrieval of specimens from submitting hospital, specimen collection and international shipment by the distributor, receipt of test report by physician, and collaborating with field sales to ensure the ordering experience of the customer is seamless, timely and effective.
• Represent Customer Service in inter-departmental meetings, customer appointment, conference calls, and presentations.
• Triage inquiries to the appropriate person, office, or department accordingly, while supporting a seamless experience for the customer.
• Ability to handle multiple projects at the same time but remain organized, strong sense of urgency for schedules.
• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
• Work effectively with the Sales team, Distributor sales representatives/staff, other departments in Japan, and employees in Exact Sciences around the world to achieve common business goals as one team.
• Help foster a work environment which features intellectual curiosity, a patient-centric approach to our healthcare business, tolerance, diversity, and mutual respect.
• Undergo in-depth training to develop the practical, logistical, and clinical knowledge needed to operate the systems in a predictable, reliable, controlled, effective, professional manner.
• Support and comply with the company’s Quality Management System policies and procedures.
• Regular and reliable attendance physically at the Tokyo office.
• Ability to travel sometimes away from work location, may include overnight/weekend travel, if needed.

Minimum Qualifications

• Bachelor’s degree in related field as outlined in the essential duties; or High School Degree/General Education Degree and 4 years of relevant experience in Customer Service or relevant experience as outlined in the essential duties in lieu of bachelor’s degree.
• 4+ years of experience in customer service.
• Fluency in Japanese and sufficient English capability to read/write corporate materials, and to communicate in writing with US Lab and global colleagues.
• Demonstrated ability of good judgement in method selection and techniques to obtain solutions.
• Strong understanding of customer service, order management, and/or data entry.
• Advanced proficiency in customer service systems.
• Proficiency in Microsoft Office, to include Word, Excel, PowerPoint, Outlook, SharePoint.
• Demonstrated ability to perform the Essential Duties of the position with or without accommodation.·
• A high level of empathy, enthusiasm, and self-confidence.·       Maturity and good judgment to understand when to exercise initiative and handle queries directly, and when to escalate queries to higher authority.·      
• An excellent team player – highly effective in working with others but also capable of working independently as necessary.·      
• Ability to multi-task and an attention to detail. Must be able to work in a fast paced, time-sensitive environment.·      
• Highly effective at overcoming obstacles – tenacious and resilient.·      
• Conflict resolution skills a must.·      
• A deep understanding of drivers of customer satisfaction and an overt willingness to be an internal champion for both the field sales team and health care providers.·      
• A willingness to adhere to strict procedures for database management and approved responses to selected queries.·       Strong customer service orientation and willingness to prioritize needs of those seeking information from the Company.·      
• Must have superior interpersonal and organizational skills.  Excellent listening, oral and written communication skills.·       Professional telephone manner·       Experience following and/or developing Standard Operating Procedures (SOPs)·       Ease of working with internal and external groups in reinforcing policy as well as accepting suggestions for improvement.
• Superb follow-through skills and relationship management required.

Required Skills / Experience· 

• Implementing and standardizing new processes and procedures.
• Optimizing operational processes and procedures for maximum efficiency while maintaining quality standards
• Proficiency in Microsoft Office and data management software
• Training of and interacting with new customers, answering inquiries, and resolving issues
• Maintaining standard operating procedure documents
• Ability to multitask.
• High adaptability to new IT tools
• Passionate about improving English listening and speaking skills.

Preferred Skills / Experience·        

• Learning and helping to improve new operational processes.·        
• Salesforce.com operation skills / experience, or skills / experience with similar systems·        
• Working experience in the medical industry (e.g. pharma, medical devices, equipment) 

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state, or federal law. Applicable portions of the Company’s affirmative action program are available to any applicant or employee for inspection upon request.

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