Back Office Customer Service Team Leader
Logistics, Sales & Operations · Sales & Business Development · Sales Operations · Logistics Management · Customer Success
In short
Tetra Pak is looking for a Back Office Customer Services Team Leader in Gotemba, Japan, to lead a team in delivering excellent customer service and accurate order fulfillment. This role involves managing operations, coaching the team, and driving continuous improvement initiatives within the shared service center.
Responsibilities
- Secure timely and accurate order fulfilment and manage packaging material and additional material orders.
- Prioritize and allocate back office activities based on workload, business criticality, and customer impact.
- Support the team in complex operational situations and negotiations.
- Ensure compliance with global controls and standardized processes, and support audits.
- Ensure the organization, competence, and capacity of the back office customer service team align with business needs.
- Build development plans, foster continuous learning, inclusion, and empowerment within the team.
- Provide daily coaching, guidance, and on-the-job training.
- Create an environment where diverse perspectives are valued and new ideas are encouraged.
- Ensure strong alignment between supply chain operations and market strategies.
- Build and maintain collaborative relationships with all departments involved in the customer services process.
- Act as the local order management process driver for the Shared Service Centre site.
- Drive the implementation of projects to enhance back office customer services operations.
- Lead World Class Manufacturing (WCM) activities within the team for productivity improvements.
- Ensure operational performance issues are discussed with relevant teams to maintain service levels.
- Drive smooth, accurate, and timely order management processes for a high-quality customer experience.
- Actively track service levels and lead continuous improvement initiatives using data analytics.
- Liaise with factories and ISC teams, representing the customer's voice and resolving escalations.
Requirements
- Around 5 years of operational experience in supply chain, customer service, order fulfilment, or similar fields.
- Relevant experience in team management or coordinating people.
- Proven project management skills.
- Excellent stakeholder management skills.
- Strong English communication skills, both written and verbal.
- University degree.
- A structured way of working with the ability to oversee multiple operational flows and secure follow-through.
- A proactive, improvement-oriented mindset.
- A leadership style that promotes inclusion, empowerment, learning, and open communication.
Benefits
- A variety of exciting challenges with ample opportunities for development and training in a truly global landscape.
- A culture that pioneers a spirit of innovation where industry experts drive visible results.
- An equal opportunity employment experience that values diversity and inclusion.
- Market competitive compensation and benefits with flexible working arrangements.
Skills
Project ManagementData AnalyticsCustomer ServiceOrder ManagementSupply Chain
#Customer Service#Team Leadership#Order Fulfilment#Supply Chain#Operations Management#Shared Service Center#Continuous Improvement#Project Management#Customer Experience#People Management
About Tetra Pak
We’re here to make food safe and available. It’s why we provide advanced food production systems, from product creation and recipe testing to processing, filling, packaging, logistics, services and beyond. We support almost every food and beverage category with tailored solutions for category-specific needs. In collaboration with our customers and suppliers, driven by more than 24,000 dedicated employees worldwide, we protect food sustainably every day for hundreds of millions of people in more than 160 countries. Because we’re here to fulfil a purpose: We commit to making food safe and…
Company
Tetra PakJob Posted
1 week ago
Expires
in 1 day
Employment Type
Full Time
Work mode
On Site
Experience Level
Mid-Senior
Locations
Gotemba, Japan
Qualification
Bachelor
Applicants
Be an early applicant
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