# Customer Service Manager Remote from[Japan](https://jobicy.com/job-region/japan.md)Annual salary Undisclosed Salary information is not provided for this position. Check our [Salary Directory](https://jobicy.com/salaries.md) to estimate the average compensation for similar roles.Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted22 Jul 2026Apply before22 Aug 2026Experience level Midweight Views / Applies 56 / 3 [About company](https://jobicy.com/company/fortive.md) * Share About [Fortive](https://jobicy.com/company/fortive.md) Fortive is a diverse global team working together to innovate essential technologies for a safer, more productive world. [Industrial Automation](https://jobicy.com/company-category/industrial-automation.md) * 2016 Actively Hiring Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary The Customer Service Manager will lead the Customer Service and Order Management team, driving solution-oriented decision-making and ensuring accurate order processing. This role involves overseeing team leadership, performance management, and process optimization to enhance customer satisfaction. The candidate must have deep expertise in SAP S/4HANA and advanced Excel skills, with 10+ years of progressive experience in customer service or related fields. The position requires strong cross-functional collaboration with departments like Commercial, Logistics, and Finance. Fortive Corporation offers a dynamic culture focused on continuous improvement through the Fortive Business System. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight This role requires 10+ years of experience, leadership of a team, and deep expertise in SAP and process optimization, making it challenging but manageable for seasoned professionals. ### Salary Analysis Median Highly Competitive $85,000US Market $50k – 120k 0 $132k AI Insight The salary for this role is not specified in the job listing. For a Customer Service Manager with 10+ years of experience and SAP expertise, the market range is approximately $50,000 - $120,000 annually in the US, with a median around $85,000. This position likely offers competitive compensation given the required skills and experience. ### Core Skills Required [SAP S/4HANA](https://jobicy.com/jobs?search_keywords=SAP+S4HANA.md) [Customer Service Management](https://jobicy.com/jobs?search_keywords=Customer+Service+Management.md) [Order Management](https://jobicy.com/jobs?search_keywords=Order+Management.md) [Team Leadership](https://jobicy.com/jobs?search_keywords=Team+Leadership.md) [Performance Management](https://jobicy.com/jobs?search_keywords=Performance+Management.md) [Process Optimization](https://jobicy.com/jobs?search_keywords=Process+Optimization.md) [Lean Management](https://jobicy.com/jobs?search_keywords=Lean+Management.md) [Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Crossfunctional+Collaboration.md) [Microsoft Excel](https://jobicy.com/jobs?search_keywords=Microsoft+Excel.md) [Quote-to-Cash Process](https://jobicy.com/jobs?search_keywords=QuotetoCash+Process.md) ### Cover Letter Sample Dear Hiring Manager, I am excited to apply for the Customer Service Manager position at Fortive Corporation. With over 10 years of leadership experience in customer service and order management, I have a proven track record of driving team performance and process improvements. My deep expertise in SAP S/4HANA and advanced Excel skills enable me to optimize workflows and deliver data-driven insights. I am particularly drawn to Fortive's commitment to innovation and continuous improvement through the Fortive Business System. In my previous role, I successfully led cross-functional initiatives that reduced order processing time by 20% and improved customer satisfaction scores. I am confident my strategic thinking and collaborative approach would make a valuable contribution to your team. Thank you for considering my application. Sincerely, [Your Name] Copy ### Sample Interview Questions Can you describe your experience leading a customer service team and how you have driven performance improvements?I have led a team of 15 customer service representatives for 5 years, focusing on KPI tracking and lean management. By implementing weekly performance reviews and training sessions, we reduced average response time by 30% and increased customer satisfaction by 15%.How do you use SAP S/4HANA to improve order management and customer service?I leverage SAP S/4HANA for real-time order tracking, automated workflows, and data analysis. For example, I configured dashboards to monitor order accuracy and used analytics to identify bottlenecks, leading to a 25% reduction in order errors.Describe a time when you had to handle a difficult customer escalation. What steps did you take?A key customer was dissatisfied with a delayed shipment. I personally contacted the customer, acknowledged the issue, and coordinated with logistics to expedite delivery. I also implemented a proactive communication protocol to prevent similar issues, resulting in restored trust.How do you prioritize and manage multiple cross-functional projects?I use a project management framework like Agile to break down tasks, set deadlines, and assign owners. Regular check-ins with stakeholders ensure alignment. For instance, I led a cross-functional initiative to integrate new CRM software, delivering it on time and under budget.What strategies do you use to motivate and develop your team members?I focus on individual development plans, regular feedback, and recognition. I conduct quarterly skills assessments and provide training opportunities. This approach increased team retention by 20% and fostered a culture of continuous improvement. Reports to: Sr. Customer Service Manager About the Role We are seeking an experienced and results-driven Customer Service Manager to lead our Customer Service and Order Management team. In this role, you will drive solution-oriented decision-making, collaborate closely with cross-functional partners, and ensure orders are processed accurately and efficiently. You will play a key part in shaping our overall customer service and order-to-cash strategy, ensuring a seamless process and an exceptional customer experience at every touchpoint. Key Responsibilities * Team Leadership & Development: Oversee the hiring, onboarding, and continuous training of customer service staff to build a capable, motivated, and high-performing team. * Performance Management: Define, track, and analyze functional KPIs and improvement targets. Utilize lean management tools to drive action plans and address performance gaps. * Policy & Process Optimization: Develop, enhance, and implement customer service policies, procedures, and standards that ensure compliance while maximizing customer satisfaction. * Customer Engagement: Proactively communicate with customers to understand their needs and expectations, and make appropriate adjustments to meet them. Serve as the primary escalation point for complex or unresolved issues, ensuring timely follow-up and resolution. * Operational Efficiency: Identify and implement automation opportunities within daily customer service workflows to improve productivity and efficiency. * Cross-Functional Collaboration: Liaise daily with internal stakeholders including Commercial, Logistics, Planning, Finance, Quality, IT, Legal, and HR to support operational matters and project initiatives. * Stakeholder Communication: Regularly communicate business updates, risks, and opportunities to senior management. Interact with external customers, third-party service providers, and IT system consultants as needed. * Audit & Compliance: Support internal audit activities and ensure departmental operations adhere to all applicable regulations and company policies. Qualifications * Education: Bachelor’s degree (or equivalent) in Business, Finance, or a related field is required. Significant relevant work experience may be considered in lieu of a degree. * Experience: Minimum of 10 years of progressive experience in Customer Service, Order Management, or Sales Operations, with proven people management and leadership experience. * Technical Skills: Deep expertise in SAP S/4HANA. * Advanced proficiency in Microsoft Excel (data analysis, reporting, modeling). * Core Competencies: Strong leadership and team-building capabilities. * Excellent written and verbal communication and interpersonal skills. * Strategic thinker with strong problem-solving and cross-functional coordination abilities. * Deep understanding of the end-to-end quote-to-cash process. Fortive Corporation Overview Fortive’s essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care. We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact. At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference. At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone. At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating. Fortive: For you, for us, for growth. About Advanced Sterilization Products ASP is a leading global provider of innovative sterilization and disinfection solutions, and a pioneer of low-temperature hydrogen peroxide sterilization technology.ASP’s mission is to protect patients during their most critical moments. We support healthcare facilities in the fight to protect patients against hospital acquired infections, which are a leading cause of morbidity and mortality. ASP’s products, which are sold globally, include the STERRAD system for sterilizing instruments and the EVOTECH and ENDOCLENS systems for endoscope reprocessing and cleaning. We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com. Bonus or Equity This position is also eligible for bonus as part of the total compensation package. Show more [Apply now >](https://jobicy.com/jobs/149625-customer-service-manager.md) > Annual salary information is not provided for this position. 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