Client Relations Assistant Manager (Japan Desk)

Job Description

Customer & Stakeholder Management

• Act as the primary point of contact for customers, stakeholders and overseas offices in Japan, requiring professional communication in both English and Japanese to support business operations and customer service needs.

• Manage customer communications, business reviews, account development initiatives, and issue resolution.

• Build and maintain strong relationships to drive customer retention and long-term business growth.

Account Management Support

• Support assigned key accounts by handling quotations, RFQs, RFIs, SOP preparation, and daily customer enquiries.

Customer Engagement & Business Development

• Conduct regular customer visits and engagement sessions.

• Identify opportunities to grow existing accounts and support business retention efforts.

• Provide dedicated support to Japanese-speaking customers and stakeholders, requiring effective communication in Japanese to manage enquiries, build relationships, and support business growth.

Commercial Coordination

• Collaborate closely with internal Business Units (Air Freight, Ocean Freight, Contract Logistics) and global network offices on enquiries, routing orders and solution alignment.

Tender & Pricing Support

• Support tender submissions and reinforce account strategies in collaboration with Tender teams and operational companies

Escalation & Service Recovery

• Lead first-level escalation handling, coordinate internal stakeholders and drive service recovery actions

Reporting & Analysis

• Prepare and present weekly and monthly reports according to customer requirements.

Revenue Protection

• Follow up on outstanding invoices, payment issues, and rate discrepancies with clients and internal teams.

Tariff & Rate Management

• Maintain customer tariffs, rate updates, and relevant pricing information accurately in company systems.

Business Implementation

• Lead the onboarding and implementation of new and existing customer accounts, including coordination of SOP and operational readiness.

Cross-Functional Coordination

• Organise and facilitate internal meetings and align stakeholders for account-related matters and project execution.

Compliance & Governance

• Ensure compliance with company policies, documentation requirements, and credit approval processes.

Job Requirements

• Minimum Diploma in Business, Logistics, Supply Chain Management, or a related discipline.

• Minimum 5-7 years of experience in logistics, freight forwarding, supply chain, or transportation.

• Experience in customer relationship management, key account management, sales support, or a similar customer-facing role.

• Ability to communicate professionally in English and Japanese (spoken and written) to support customers, stakeholders, and overseas offices in Japan.

• Good understanding of Japanese business culture and customer engagement practices.

• Strong communication, presentation, negotiation, and stakeholder management skills.

• Strong problem-solving skills with the ability to coordinate across multiple functions.

• Positive attitude with a strong sense of ownership, accountability, and customer focus.

• Proficient in Microsoft Office applications.