Job ID : 959570 Date Updated : November 18th, 2019
Operation and Customer Support Role

Operation/Customer Manager - Global SCM / Logistics Company

Hiring Company Flash Global
Location Available across Japan
Job Type Freelance
Salary Negotiable, based on experience ~ 8 million yen

Job Description

The global mission critical parts industry is characterized by delivering services through a network of agents and partners. This Consultancy role is responsible for the maintenance of existing customer and partner relationships in Japan along with the supporting role of training the agent network in the Asia Pacific. Service implementation with new agents, negotiation and quality maintenance under Regional Director’s supervision. Flash delivers an end-to-end solution that includes 2 and 4 hour deliveries, next business day deliveries, Distribution Center services, transportation (within country and between countries), reverse logistics, network optimization as well as customer specific services related to the supply chain of each client. Trade Compliance knowledge may be a good additional expertise as well.

To ensure a high level of service quality and KPI performance to customers in Japan with the agent network, we are looking for a Manager with experience in supply chain operations related to after sales services and vendor management reporting to the Regional Director located in Japan.

Duties and Responsibilities:

  • Maintain customer relationships that currently exist in Japan
  • Manage customer review meetings on weekly/monthly/quarterly basis depending on customers
  • Maintain customer required reporting as required (weekly, monthly and quarterly)
  • Develop and maintain agent relationships across Japan
  • Review KPIs with agent stakeholders and drive performance improvements and corrective actions 
  • Ensure quality training and update is provided to all Flashtrac users in Japan 
  • Qualify new agents, and negotiate service rate agreement under Regional Director’s supervision
  • Perform on-site and virtual audits
  • Look for opportunities to improve network efficienciesand drive quality improvement and marginal improvement
  • Support new customer implementations
  • Customer specific SOP development and updates
  • Maintain service compliance within the agent network

General Requirements

Minimum Experience Level Over 3 years
Career Level Mid Career
Minimum English Level Business Level (Amount Used: English usage about 50%)
Minimum Japanese Level Native
Minimum Education Level Bachelor's Degree
Visa Status Permission to work in Japan required

Required Skills


  • Minimum 3 years of experience in the logistics industry and / or supply chain management with emphasize on customer service support
  • Experience on customer service / sales support and logistics as well as process related.
  • General understanding of Japanese Customs Law, duties and taxes processes
  • Multilingual skills: Native level Japanese, Business level English (TOEIC800 or equivalent)
  • PC skills: Microsoft Word, Excel, Outlook, Power Point, Visio
  • Strong task management skills are essential
  • Comfortably fit into fast-paced demanding business environment
  • Flexibly to accommodate work hours to join conference calls that are occasionally scheduled with oversea clients and Flash organization during and outside business hours
  • Preferably a resident in Tokyo and sorrounding prefectures
  • Flexibility to travel for work

Expected Critical Results:

  • Consistently meet or exceed KPI through the agent network.
  • Consistently meet or exceed customer expectations in both objective and subjective manners
  • High quality, responsive and well performing network of agents.
  • Clearly demonstrate problem-solving capacity and ability to be timely and responsive. 
  • Develop, implement and manage a quality process that supports the resolution of problems and ensures sustainable improvements.

Job Location

  • Japan

Work conditions

Job Type Freelance
Salary Negotiable, based on experience ~ 8 million yen
Work Hours Flexible, core hours Mon-Fri 09:00-18:00
Holidays Japanese Calendar with exceptions
Job Division Partner Management, Japan
Hiring Company Information

Flash Global Logistics Inc.

Operation/Customer Manager - Global SCM / Logistics Company - 959570

Company Details

Company Type Small/Medium Company (300 employees or less) - International Company
Non-Japanese Ratio (Almost) All Non-Japanese

Company Description

Flash Global Logistics is a leading logistics provider in the critical spare parts industry with its head office in the USA.  We primarily service Fortune 500 companies in the high tech, medical and semiconductor sectors.  Warehouse services are provided throughout the world with parts being delivered within 2 to 4 hours of order placement.  Services are provided through a global network of Agents who are managed through our extensive web based IT system and centralized command centers. For more information