Customer Service Operation Manager

Tomoko Asahina

*********@*****.***

Career Objective

Dynamic Commercial Operation Manager with a proven track record at Fuji Electric Corp, enhancing operational efficiency by implementing MRP systems and cutting inventory costs by 30%. Adept in leveraging data analysis and negotiation skills to exceed sales goals, while fostering strong customer relationships and leading teams to success.

Work Experience

COMMERCIAL OPERATION MANAGER JUN 2023 – PRESENT

FUJI ELECTRIC CORP. OF AMERICA

● Forecast monthly and annual demand, pre-sales and operation planning with the Sales and Technical team. Analyze business opportunities from sales history and make sales calls.

● Maintain stock level, analyze monthly stock plan, cut 30% of inventory cost.

● Implement ERP system, conduct semi-annual physical inventory and keep 0.5% of annual operation loss.

● Manage international logistics, track open orders to make sure to meet customer request delivery dates.

● Analyze data and operation to find the cause of error, build new standards and procedures for process improvement.

● Set monthly, quarterly, annual team goals and support to improve processes and services. Implement.

● inventory management strategies, reducing excess inventory by 25%.

● Provided analytical support for new product launches, assessing potential demand and inventory needs. CUSTOMER SERVICE SUPERVISOR JUN 2019 – MAY 2023

FUJI ELECTRIC CORP. OF AMERICA

● Forecast monthly and annual demand, analyze business opportunities from sales history and make sales calls.

● Maintain stock level, analyze monthly stock plan, cut 30% of inventory cost.

● Customer service team successfully processes 30, 000 orders monthly.

● Provided accurate information to customers on merchandise return policies, refunds and warranty replacement.

● Prepare Import/Export document, support the products classification, understanding country's regulations and requirements.

● Coordinate with the Technical team, Logistics team, Factory to assist new product launches

● Conducted weekly analysis of inventory levels to identify discrepancies between expected and actual stock levels.

● Developed comprehensive training plans (customer service standards, policies, and procedures) for new employees based on individual skill level assessment. 2

● Resolved escalated complaints and answered questions regarding policies and procedures.

● Monitored customer service team’s performance metrics, identifying areas for improvement and providing feedback, evaluating employee performance.

● Created survey analyzing customer satisfaction levels, trends in customer inquiries, and effectiveness of support team.

● Lead weekly meeting with the team to discuss current projects, objectives, goals and challenges. Developed a positive relationship with customers to assist increase sales volume by 20%. CUSTOMER SERVICE REPRESENTATIVE JULY 2018 – MAY 2019 FUJI ELECTRIC CORP. OF AMERICA

● Track open PO to make sure to receive on schedule.

● Tracking, expediting Plan Production to make delivery before customer request dates.

● Manage inventory level per customer demand Track international shipment to ensure products arrive on time Processed orders, returns, and exchanges in an accurate and efficient manner.

● Handled customer complaints and inquiries in a courteous and efficient manner.

● Utilized MRP systems to accurately inventory count, movement and annual physical inventory.

● Maintained accurate records of all incoming and outgoing shipments using computerized tracking systems. Conferred with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace shipments.

● Prepared invoices, shipping documents, and contracts.

● Processed customer orders and issue purchase orders utilizing ERP software applications. PURCHASER JUN 2018 – JUN 2018

NAKAGAWA MANUFACTURING

● Purchasing - Maintain, system of daily raw material usage.

● Managed physical Inventory, check the quality and quantity received. Research and evaluate potential suppliers to determine best fit.

● Analyze stock levels and issue purchase orders, negotiate suppliers for expedite production.

● Maintain and update all sales and purchasing reports for forecasting and cost tracking.

● Coordinate with the accounting department for timely payment. Negotiate terms of sales and service agreement with supplier.

● Generated purchase orders, contracts, and other documentation to support the Purchasing.

● Manage open order status, track shipment, negotiate, prioritize production to supplier and develop strong relationships with supplier.

● Prepare import documentation according to customs regulations, laws and procedures. ASSOCIATE NOV 2015 – JUN 2017

JA HEALTH INSURANCE SERVICE

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● Generate monthly letters to clients.

● Resolve issues with insurance companies on client's behalf.

● Greeted visitors and callers, handled inquiries, and directed them to appropriate persons in charge.

● Optimized travel arrangements based on the executive's travel needs and preferences.

● Provided administrative support to management staff, including Plan Meetings and appointments, preparing agendas, taking minutes, and maintaining records.

● Handled highly sensitive, proprietary business information with discretion. CUSTOMER SERVICE REPRESENTATIVE, SALES REPRESENTATIVE APR 2002 – NOV 2009 KINTETSU WORLD EXPRESS, INC.

● Negotiated price, payment terms and delivery coordination with clients. Established transportation routes based on client cost and 5% over sales quote. Involved in global sales of chemical products.

● Managed transactions of items including hazardous, electronics and perishable goods. Processed data for import transactions, contracts and invoicing.

● Managed transactions of items including hazardous, electronics and perishable goods.

● Prepared import document for custom clearance. Create a sales report to headquarters. Skills & Abilities

● Order Management, Software (Google workspace, Microsoft 365, ERP, WMS), Communication, Data Analysis, Project Management, Problem solving, Efficiency, Priority management, Negotiation, Team Work

Education

BACHELOR OF ART SHOWA WOMEN’S UNIVERSITY

● Major: Language and Communication

Certification

APICS DEC 2023

● Certification of Planning and Inventory managements

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