Global Account CS Manager

ABOUT YOUR ROLE

Global Account CS Manager serves as the key contact for all service-related matters from brand client, ensuring smooth order execution, issue resolution, and performance alignment across global CS teams. This role drives service standardization, supports digital initiatives, and strengthens collaboration with both customer and internal teams.

YOUR RESPONSIBILITIES WILL INCLUDE

- Serve as the dedicated service contact point for brand client and internal commercial teams regarding coordinating service-related inquiries, issues, report generation and ad hoc data collections with site CS teams and other functional teams.
- Be the owner of service issue resolution for brand client, ensuring prompt clarification with site CS teams and getting back to brand client respectively, identify gaps during the issue review and set up improvement actions for filling the gaps.
- Have a dotted line reporting to the global commercial team, working as a team in driving all brand specific initiatives among the site CS teams, ensure proficient and standard services bringing to the clients so as to secure business and enable pipeline achievement
- Support global program deployments involving multiple sites, ensure site CS teams understand the requirements, well trained and are ready for the orders
- Standardize the service model across site CS teams by monitoring the performance metrics regularly, identify gaps and initiate corrective actions, drive standardization of service processes across sites, ensuring up-to-date documentation and alignment with agreed service models.
- Support escalations from site CS teams, drive for getting the information or confirmation from brand client and provide clear instructions to site CS teams to proceed correctly.

WHAT WE WILL BE LOOKING FOR IN YOU

Qualification：
- Bachelor’s degree or higher in Business Administration, Supply Chain, Customer Service, or related fields.
- Minimum 5–7 years of experience in a customer service, operations, or supply chain role, including experience in a regional or global Customer Service capacity.
- Strong understanding of B2B order fulfillment, customer onboarding, and service support processes.
- Experience working with international stakeholders and global accounts.
- Familiarity with ERP systems, customer portals/web ordering systems, and Google drive (Google sheet, docs, slide) is required.
- Excellent written and verbal English and Japanese communication, knowing Chinese is a plus but not required.

Competency:
- Confident in coordinating cross-functional & cross-business teams on projects and driving resolution
- Solutions-oriented and agile mindset
- Excellent communication and presentation skill
- Travel and non working hours meeting / call required
- Client-centric mindset
- Problem solving & decision making
- Process management & continuous improvement
- Time management
- Data & KPI oriented

EDUCATION
Degree holder