Associate Manager, Customer Service

About the role

Baxter is looking for an Associate Manager, Customer Service in Minato-ku, Tokyo. The role manages day-to-day customer service operations, including order management, sales data administration, customer issue resolution and coordination across commercial and operational teams. Orders and customer information must be processed accurately and efficiently, KPIs monitored, and processes kept compliant with requirements. The position also works with local and global stakeholders on system improvements, operational projects, cost optimization and continuous improvement.

Key responsibilities

• Manage and oversee processing of sales orders, returns, discounts and rentals using JDE and SAP, and implement HST order-taking procedures
• Ensure legally required biological data is collected from customers and registered in JDE, and support resolution of order and system issues
• Coordinate monthly sales data collection from wholesalers, ensure accurate entry into JDE, and fix data or process issues affecting reporting
• Handle customer complaints and exceptions, monitor Customer Service KPIs, and oversee outsourced customer service providers
• Support management of the Customer Service budget
• Work with commercial and marketing teams and global teams on system issues, and report Japan's operational status to global stakeholders
• Maintain knowledge of regulations, develop and improve Customer Service processes, and lead or support system upgrades and cost-reduction initiatives

Required profile

• Bachelor's degree in Business Administration, Supply Chain, Operations, Commerce or a related discipline preferred
• Relevant experience in Customer Service, Order Management, Sales Operations, Commercial Operations or Supply Chain
• Experience with ERP and order management systems; JDE and/or SAP preferred
• Experience handling different order types and working cross-functionally with commercial, marketing, logistics, finance or other teams
• Preferred: experience with outsourced service providers, regional/global stakeholder coordination, regulated industries (medical devices, healthcare, pharmaceuticals)
• Business-level Japanese and English

Required skills

• Comfortable working with JDE, SAP and operational data
• Strong customer service, problem-solving and stakeholder management skills
• Attention to detail, ability to manage multiple priorities and good project coordination