Customer Service Manager

About the position

As Customer Service Manager at Biotage you will oversee all Customer Service operations serving as the primary customer contact for order management, inventory control, import operations, shipping, and repair requests. Acting as a hub between front-end Sales and back-end Service/Warehouse. This role ensures smooth operations and high customer satisfaction through cross-functional coordination with Sales, Service, Application Support, and Finance. Key Responsibilities: Manage order processing, shipping and delivery scheduling, invoicing, and revenue recognition processes. Ensure accuracy of ERP/CRM data and drive improvements in inventory turnover. Lead the handling of repair requests and customer inquiries, minimising complaints and back order delays. Coordinate across Sales, Service, Warehouse, and Finance functions. Manage and develop the Customer Service team. Promote process standardization and Process improvement. Skills/Experience Demonstrable experience in back office, customer service, or supply chain operations in multinational or global companies (Life Sciences, Medical Devices or Analytical Instruments industries highly desirable). Hands on experience with ERP systems such as Dynamics or SAP, and CRM platforms such as Salesforce Service Cloud. Near native fluency in both Japanese and English. Business level proficiency in Chinese or Korean is highly desirable. Proven track record in process improvement and operational efficiency. Strong communicator, collaborating effectively across departments resolving issues with a customer first mindset. About Biotage Biotage is a global supplier and solutions partner to a wide range of customers within drug discovery and development and analytical testing. With strong expertise in separation and purification technologies, and a focus on leveraging intelligent workflow solutions, we aim to efficiently support the advancement and protection of human health. Learn more at biotage.com