Assistant Manager - Customer Service (Team Lead)

Diageo
Tokyo
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 7-10 yearsEducation: bachelorsSkills: ["People leadership","Coaching","Customer focus","Operational excellence","Communication","Stakeholder management","Problem-solving","Prioritisation","Analytical thinking"]

Lead a team of Customer Service Executives delivering a standardized Order-to-Cash (OTC) service, ensuring accurate order processing, timely customer query resolution, and proactive updates across the order-to-delivery lifecycle. Own escalation handling for complex issues, coordinate with Sales, Commercial, Supply Chain, Logistics, Credit, Billing, Finance, and Master Data, and track service levels and controls. Drive continuous improvement through root-cause analysis, process standardization, and automation initiatives while supporting system testing and new ways of working.

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FursaFursa
Diageo
Diageo
2 days ago

Assistant Manager - Customer Service (Team Lead)

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Last checked: 2 days agoStatus: Live

Job Summary

Lead a team of Customer Service Executives delivering a standardized Order-to-Cash (OTC) service, ensuring accurate order processing, timely customer query resolution, and proactive updates across the order-to-delivery lifecycle. Own escalation handling for complex issues, coordinate with Sales, Commercial, Supply Chain, Logistics, Credit, Billing, Finance, and Master Data, and track service levels and controls. Drive continuous improvement through root-cause analysis, process standardization, and automation initiatives while supporting system testing and new ways of working.
Location: Tokyo
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a team of approximately five Customer Service Executives, allocating work and managing capacity and coverage.
  • •Oversee accurate and timely order processing, customer query management, and order changes, including returns or cancellations.
  • •Serve as the operational escalation point for complex customer/order issues and coordinate cross-functionally to resolve exceptions.
  • •Track service levels and key measures (order accuracy, turnaround time, query resolution, backlog, customer satisfaction) while ensuring adherence to OTC procedures and internal controls.
  • •Identify recurring issues, perform root-cause analysis, and drive corrective actions and continuous improvement including process standardisation and automation.

Key Requirements

  • •7-10 years of experience in Customer Service, Order Management, Order-to-Cash, or Supply Chain Operations.
  • •Experience leading or supervising an operational team, ideally 3-5 employees.
  • •Good understanding of the end-to-end OTC process, customer order lifecycle, service levels, and operational controls.
  • •Experience with ERP and customer service systems, preferably SAP, plus Microsoft Office applications.
  • •Strong analytical, problem-solving, prioritisation, stakeholder management, and communication skills, with good written and verbal English and excellent local language capability.
Experience:7-10 yearsCustomer serviceOrder managementOrder-to-cash (OTC)Supply chain operationsERPSAP
Education:Bachelor's in Business Administration, Commerce, Supply Chain, Finance (or related discipline)
Skills:People leadershipCoachingCustomer focusOperational excellenceCommunicationStakeholder managementProblem-solvingPrioritisationAnalytical thinking
Languages:EnglishLocal language
Tech Stack:SAPERPMicrosoft Office

Company Brief

Diageo
Global beverage alcohol company producing and distributing spirits, beer, and ready-to-drink beverages. Owns major brands like Johnnie Walker, Smirnoff, Guinness, and Baileys, operating across multiple markets with a broad retail and hospitality presence.
Industry: Food & Beverage
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1997
WebsiteLinkedIn