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Customer Support Manager - Japan

Japan

The Company 

RightShip is the world’s biggest third party maritime due diligence organization, providing expertise in global safety, sustainability and social responsibility best practices. 

We bring together years of industry expertise with the output from analytics and large data sets to provide our safety and environmental scoring systems, recommendations and consultancy services. 

Using leading data and technology, we aim to set new benchmarks in environmental protection. We support global initiatives and action influencing practical and impactful change, enabling “win-win” for business and the environment. 

To find out more visit RightShip.com. 

What we offer 

We offer a place where you know you are contributing to an organization who are constantly working to ensure ships are safe as possible so that crew and cargo are protected. We are passionate about maritime efficiency, safety and sustainability practices. 

We offer generous rewards. Our base salary is competitive, we support employee wellbeing and provide our employees with a Healthy Living Allowance and our annual incentive scheme is awesome. We have some great talent who are happy to share their experience and skills to help you on your way and we are committed to professional development to make sure your career keeps growing while you’re working with us.

 

What makes RightShip a great place to work at:

RightShip is an equal opportunity employer, and we champion diversity. Our teams are composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities, and generations. We believe that a diversity of experiences makes us stronger—as individuals, as communities and as an organization.

Don’t meet every single requirement of this role? Still apply! Research tells us that that women and underrepresented groups are less likely to apply unless they meet every single requirement.  At RightShip we believe that the right hire is someone who makes an addition to our culture, rather than someone who fits in and conforms to our status quo. We want to add team members who not only value RightShip standards and workplace culture, but also bring an aspect of diversity that positively contributes to our work environment. If you are excited about this role, or about our company in general, we would love to hear from you!

Reporting to the Senior Manager, Customer Experience, the Customer Experience Manager assists in planning and implementing sales to specific major accounts to retain clients' business and grow those opportunities. This will be accomplished by learning what clients' goals are and helping clients achieve them. 

The role will be responsible for cultivating relationships, identifying opportunities and demonstrating account management skills are crucial aspects of the work. You will focus on servicing high value accounts and onboarding new customers. You will also be responsible for protecting a solid customer base, through contract renewals and improving customer onboarding experience. You ensure a delightful customer experience and will be a vital member who will support the commercial team in achieving the sales targets. 

 

Major Responsibilities 

ACCOUNT MANAGEMENT 

  • Deliver specialized support and service for new and existing accounts in line with organizational policies and procedures. Respond to complex customer inquiries while helping senior colleagues manage and maintain customer relationships. 

CUSTOMER NEEDS CLARIFICATION 

  • Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation. 

CUSTOMER RELATIONSHIP MANAGEMENT 

  • Develop and implement a customer contact plan to communicate product launches and engage the customers in relevant sales campaigns. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response. 

OPERATIONAL COMPLIANCE 

  • Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate. 

RESOLVING CUSTOMER ISSUES 

  • Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required. 

CUSTOMER ONBOARDING 

  • Walk customers through the basics of the product/service, connecting the high-value features directly to the customers' pain points. 

CUSTOMER SERVICE 

  • Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues. 

PERSONAL CAPABILITY BUILDING 

  • Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. 

 

QUALIFICATIONS

  • Bachelor's Degree or Equivalent Level 
  • Initiate compelling sales conversation that are customer-focused  
  • Manage buyer indifference by knowing the different buying influences 
  • Understand customer needs, issues, motivations, buy-in process 
  • Manage customer resistance by building rapport and maintaining relationships 
  • Navigate customer challenges by questioning strategically to diagnose needs 
  • Strengthen customer connections for account management 

RightShip is an Equal Opportunity Employer and values diversity, enables access and promotes inclusion in our workplace. You must have the right to live and work in this location to apply for this job.

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At RightShip, we are committed to promoting diversity, equity, and inclusion throughout our organisation. We recognise the value of having a diverse workforce that brings different perspectives and experiences to the table, and we believe that a culture of inclusion leads to better outcomes for our employees, customers, stakeholders as well as the collective Maritime industry. 

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