Associate Manager, Customer Service (Healthcare)

Location: Minato-ku, Tokyo, Japan; full-time, onsite

Company

hirify.global is a healthcare company focused on improving healthcare delivery and its mission to save and sustain lives.

What you will do

• Manage day-to-day customer service operations, including sales orders, returns, discounts, rentals, customer complaints, exceptions, and irregular cases.
• Process orders and sales data accurately in JDE and SAP, including legally required biological data and monthly wholesaler sales information.
• Monitor customer service KPIs, oversee outsourced customer service providers, and support customer service budget management.
• Coordinate with commercial, marketing, logistics, finance, regional, and global stakeholders to resolve operational and system issues.
• Maintain compliant procedures, improve service quality and operational efficiency, and support cost optimization.
• Lead or support system upgrades, shipping cost-reduction initiatives, project planning, implementation, and continuous improvement.

Requirements

• Relevant experience in Customer Service, Order Management, Sales Operations, Commercial Operations, or Supply Chain.
• Experience with ERP and order management systems; experience with JDE and/or SAP is preferred.
• Experience handling different order types and complex customer or operational requirements.
• Experience working cross-functionally with commercial, marketing, logistics, finance, or other operational teams.
• Business-level proficiency in both Japanese and English, with the ability to communicate effectively with local and global stakeholders.
• Strong customer service, problem-solving, attention-to-detail, stakeholder management, cross-functional communication, project coordination, and organizational skills.
• Ability to manage multiple priorities, work with operational data, identify process gaps, drive practical improvements, and take ownership of operational issues.

Nice to have

• Bachelor’s degree in Business Administration, Supply Chain, Operations, Commerce, or a related discipline.
• Experience coordinating with regional or global stakeholders.
• Experience in regulated industries such as medical devices, healthcare, or pharmaceuticals.
• Experience managing outsourced service providers, operational projects, or process improvement initiatives.

Culture & Benefits

• Mission-driven work focused on saving and sustaining lives.
• Culture based on courage, trust, collaboration, ownership, accountability, and operational effectiveness.
• Equal employment opportunity and reasonable accommodations for candidates with disabilities.