In short

At On, the B2B customer service division is known as the Account Services team, while the broader customer service function, including DTC services, is referred to as Happiness Delivery.

The Account Service team is focused on serving our B2B customers, providing exceptional support from order placement until delivery. We have an exciting opportunity to join and lead this team in Japan! The ideal candidate will possess an understanding of Account Service procedures and best practices, is not afraid of challenging the status quo, and enjoys supporting and developing the team.

This role is based in Yokohama, Japan.

日本語はこちらから (外部サイトに移動します) → https://nestbowl.com/jobs/24ef96ed-71ee-4b9a-a1ba-c2ccb4236a4e

Your Mission

  • Leadership: Lead a team of 7 Account Service Representatives and act as a role model for them, making sure seamless cooperation internally and with external B2B partners to achieve a consistent account experience.

  • Strategic Planning: Analyze past workload trends and strategize for future business plans to ensure the team is always prepared to serve our accounts live.

  • Operational Excellence: Maintain a structured and process-oriented approach to ensure smooth operations. Support your team in daily business, where performance and soft skills are key to success.

  • Performance Monitoring: Track relevant success metrics, identify business priorities, and translate them into actionable plans for your team.

  • Cross-functional collaboration: Represent the Account Service team in internal meetings and projects, support stakeholders’ initiatives and activities.

Group of girls smiling
  • Man and woman sat at desks talking
  • Open planned office with men and women sat on a a large curved sofa
  • Group of runners talking outside the office
  • A team of people sat on the steps with a view of mountains outside the office.
  • Two women smiling at each other in a meeting room with large curved windows
  • A group of people sat around a table looking at large design papers
  • 3 men sat around with laptops smiling at each other
  • a large group of runners holding an On flag smiling at the camera
  • Man and woman sat at desks talking
  • Open planned office with men and women sat on a a large curved sofa
  • Group of runners talking outside the office
  • A team of people sat on the steps with a view of mountains outside the office.
  • Two women smiling at each other in a meeting room with large curved windows
  • A group of people sat around a table looking at large design papers
  • 3 men sat around with laptops smiling at each other
  • a large group of runners holding an On flag smiling at the camera
  • Man and woman sat at desks talking
  • Open planned office with men and women sat on a a large curved sofa
  • Group of runners talking outside the office
  • A team of people sat on the steps with a view of mountains outside the office.
  • Two women smiling at each other in a meeting room with large curved windows
  • A group of people sat around a table looking at large design papers
  • 3 men sat around with laptops smiling at each other
  • a large group of runners holding an On flag smiling at the camera

Your story

  • Relevant experience within the customer service industry, within a B2B setting.

  • Proven track record to work in a demanding, entrepreneurial, fast-changing environment with a lot of freedom and responsibility.

  • Understanding of B2B customer service and the needs and challenges of retail partners.

  • Solid experience in achieving operational excellence, capable of refining processes and making best possible suggestions backed by both qualitative, and quantitative approaches.

  • Inspiring team leader with a diligent, organized, and reliable working method and high attention to detail.

  • Hands-on mentality with a proactive approach to work.

  • Exceptional written and verbal communication skills, with the ability to articulate complex concepts clearly and persuasively both in English and Japanese.

Three On colleagues eating lunch together

About the Team

Being in direct contact with our customers means we consistently surprise them with outstanding service. We see problems as challenges and aim to solve them positively. Communication and enthusiasm are key in Account Service. Dedicated to delivering the wow, we are a passionate team that supports each other, questions the status quo, and constantly strives to improve the customer experience. That's why we are called Happiness Deliverers.

See more
A woman smiling whilst sitting at a desk.

Team

Team

People walking down a street in Yokohama.

While we spend our days bringing the Positive Spirit to customers, we couldn't do that without one another. Celebrating successes, helping people out across regions and empowering our teams to deliver that extra something.

Learn about our Spirits
man smiling on phone

Rikiya

Happiness Delivery System Specialist, Yokohama

My role can be challenging, but the sense of accomplishment I get is powerful. After all, we’re not just delivering products or basic service. We’re exceeding expectations to make people happy. To deliver ‘Wow’.
Happy women smiling and chatting in the office

What we offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically – to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.

Build the better you

What to expect

We want to set everyone up for success, so here’s the lowdown on how we hire. Our process is a two-way street – bringing you into our culture, while helping us learn how you think.

Our full process can last about eight weeks from application to offer, because we care about getting it right. These steps explain how we usually do things.

Before you get started, feel free to consider if you want to work with us. Strange question? Well, we give people a lot of space to navigate their day-to-day and that style isn't for everyone. We want you to be passionate about what you do and be sure this is the right fit. Because when skills and passion combine – it creates that 'Wow' moment.