Customer Service Team Manager, Japan _ Life Science
The businesses of Merck KGaA, Darmstadt, Germany · JP
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About the Role
As the Customer Service Team Manager for Japan, you will play a pivotal role in shaping the quality, consistency, and future direction of customer service operations in one of our key markets. You will lead a dedicated local team, drive cross-functional collaboration, and ensure seamless service delivery during an important period of organizational evolution. Balancing operational stability with continuous improvement, you will build a high-performing, customer-focused team culture, and directly influence how the organization serves its customers today and tomorrow.
Responsibilities
- Lead a dedicated local team
- Drive cross-functional collaboration
- Ensure seamless service delivery during an important period of organizational evolution
- Build a high-performing, customer-focused team culture
- Directly influence how the organization serves its customers today and tomorrow
Requirements
- Relevant experience in customer service, sales support, or a related operational environment
- Demonstrated ability to lead and develop teams
- Strong track record of people management or readiness to step into team leadership responsibility
- Ability to coach, motivate, and hold others accountable
- Communicate with clarity and confidence
- Skilled at managing stakeholders across functions such as sales, supply chain, quality, and finance
- Comfortable navigating change and continuous improvement simultaneously
- Sound judgment and a strong sense of ownership
- Experienced in working across functions in complex business environments
- Ability to prioritize, solve problems, and drive actions with urgency and clarity
- Familiarity with relevant business systems and tools, including SAP, and standard reporting and productivity platforms
Skills
- People management
- Coaching
- Motivation
- Accountability
- Clear and confident communication
- Stakeholder management
- Navigating change
- Continuous improvement
- Problem-solving
- Driving actions
- SAP
- Standard reporting and productivity platforms
- Japanese fluency
- English working proficiency
Location
- Japan
Work Type
- Full-time
Experience Level
- Team leadership experience
About the Company
- Science and technology-driven innovation
- Solutions in healthcare, life science, and electronics
- Building a prosperous world where people, customers, patients, and the planet coexist
- A group of curious people with diverse backgrounds, perspectives, and life experiences
- Diversity fosters excellence and innovation, strengthening leadership in science and technology
- Committed to creating access and opportunities for everyone to grow and develop at their own pace
- Building an inclusive and belonging culture where millions are impacted and everyone can support human progress