On - Senior Specialist – Account Services Team Lead - Yokohama

Team for Career Site

Customer Service

In short

At On, the B2B customer service division is known as the Account Services team, while the broader customer service function, including DTC services, is referred to as Happiness Delivery.

The Account Service team is focused on serving our B2B customers, providing exceptional support from order placement until delivery. We have an exciting opportunity to join and lead this team in Japan! The ideal candidate will possess an understanding of Account Service procedures and best practices, is not afraid of challenging the status quo, and enjoys supporting and developing the team.

This role is based in Yokohama, Japan.

Your mission

– Leadership: Lead a team of 7 Account Service Representatives and act as a role model for them, making sure seamless cooperation internally and with external B2B partners to achieve a consistent account experience.

– Strategic Planning: Analyze past workload trends and strategize for future business plans to ensure the team is always prepared to serve our accounts live.

– Operational Excellence: Maintain a structured and process-oriented approach to ensure smooth operations. Support your team in daily business, where performance and soft skills are key to success.

– Performance Monitoring: Track relevant success metrics, identify business priorities, and translate them into actionable plans for your team.

– Cross-functional collaboration: Represent the Account Service team in internal meetings and projects, support stakeholders’ initiatives and activities.

Your story

– Relevant experience within the customer service industry, within a B2B setting.

– Proven track record to work in a demanding, entrepreneurial, fast-changing environment with a lot of freedom and responsibility.

– Understanding of B2B customer service and the needs and challenges of retail partners.

– Solid experience in achieving operational excellence, capable of refining processes and making best possible suggestions backed by both qualitative, and quantitative approaches.

– Inspiring team leader with a diligent, organized, and reliable working method and high attention to detail.

– Hands-on mentality with a proactive approach to work.

– Exceptional written and verbal communication skills, with the ability to articulate complex concepts clearly and persuasively both in English and Japanese.

Meet the team

Being in direct contact with our customers means we consistently surprise them with outstanding service. We see problems as challenges and aim to solve them positively. Communication and enthusiasm are key in Account Service. Dedicated to delivering the wow, we are a passionate team that supports each other, questions the status quo, and constantly strives to improve the customer experience.
That’s why we are called Happiness Deliverers.