Job Description:
Business Overview
The Rakuten Group offers over 70 services in a wide range of fields, both domestically and internationally, including internet services such as e-commerce, travel, and digital content; credit cards; fintech (financial) services such as banking, securities, electronic money, and smartphone app payments; mobile services such as mobile carrier operations; and even professional sports. By organically linking these services through membership, centered on Rakuten members, we have formed a unique "Rakuten Ecosystem".
*Rakuten's Business by the Numbers
https://corp.rakuten.co.jp/careers/services/
Department Overview
The Logistics Business was established to build the foundation for next-generation e-commerce by considering Rakuten's ideal logistics role throughout the entire supply chain, from product arrival to delivery to end users. Currently, we provide the following two services:
1. We handle a wide range of activities, from sales to service and business planning for logistics services (Rakuten Super Logistics) for clients who open stores on Rakuten Ichiba.
2. We act as a third-party logistics provider, coordinating with the logistics departments of Rakuten's first-party e-commerce sites, such as Rakuten 24 and Rakuten Fashion.
Furthermore, Rakuten Group, Inc. will establish a new company, "JP Rakuten Logistics, Inc. ", in July 2021, together with Japan Post Co., Ltd., a subsidiary of Japan Post Holdings Co., Ltd. As a result, we will incorporate our labor-saving, automated logistics centers, which we have invested in and developed, into Japan Post's delivery network and jointly operate them, thereby achieving logistics DX and aiming to improve customer UX, shorten lead times, increase logistics efficiency, and maximize capacity.
Rakuten Logistics Business: https://logistics.rakuten.co.jp/
JP Rakuten Logistics: https://jp-rakuten-logistics.co.jp/
Position:
Why We Hire
The logistics and delivery industry is facing a variety of challenges, including increased volumes due to the expansion of online businesses, restrictions on working hours, and chronic labor shortages. As well as handling e-commerce logistics for the Rakuten Group, we are also working to build advanced logistics services to strengthen logistics, one of Rakuten Ichiba's most important strategies. As a pioneer in creating delivery processes to ensure products shipped from e-commerce warehouses are delivered to customers reliably, we aim to build a foundation for innovation and continue to improve it. In the e-commerce logistics business associated with this mall-type business model, we are looking for someone who can translate merchant feedback into business improvements and work with us to solve difficult business challenges in order to improve the service quality and customer satisfaction of the entire RSL.
Appeal of the Business or Organizational Phase
- Through logistics, you can be involved in the entire logistics process, from upstream to downstream (delivery).
- You can be involved in one of Rakuten Ichiba's most important strategies.
- You can influence the process of identifying business issues from a customer perspective and presenting recommendations to management.
- You can be involved in the process of creating RSL services together with customers and expanding the business.
Appeal of discretion and organizational culture
- Because it is a small organization, you can be involved in decision-making with a sense of urgency.
- You can work with discretion as a customer experience design professional.
Career Steps (Skills Acquired and Career Path)
- You can build a career in customer experience design, service improvement, business planning, and more.
Position Details
The Customer Management Department contributes to the smooth operation and growth of RSL (Rakuten Super Logistics) by resolving issues faced by merchants using the service. Based on feedback from merchants, you will resolve business and management issues to maximize RSL's service quality and customer satisfaction, as well as manage quality and promote improvement projects.
Major Duties
- Planning and executing strategies to improve customer satisfaction with RSL services
- Considering and implementing business improvements from a customer perspective
- Collaborating with related departments (sales, development, subcontractors, etc.) and managing projects
- Building relationships with customers and coordinating to resolve issues
Work Environment
Organizational Structure
- Overall Business: Approximately 110 people
- Customer Relationship Management Department: 20 people
1 Senior Manager
2 Managers (one of whom also serves as Senior Manager)
1 Vice Manager
4 Assistant Managers (one of whom also serves as Vice Manager)
1 Vice Assistant Manager
Team Members: 13
- Age Range: Late 20s to Early 40s
- Team Ratio: New Graduates (3) / Mid-Career (12)
Background of Mid-Career Hires
- Experience in the e-commerce and logistics industries
- Experience in sales in the e-commerce and retail industries
- Experience in customer service in the call center industry
Examples of Successful Mid-Career Hires
- Experience in sales, implementation support, and customer service to expand use in other departments, leading to consideration of systemization for each business process
- Participated in system design and improvement measures within one year of joining/transferring
- Promoted to a leadership role within three years of joining, currently working as a manager candidate
Mandatory Qualifications:
- Experience with business process visualization, problem identification, improvement planning, and implementation
- Work experience in the e-commerce, logistics, and customer support industries
- Business-level office automation skills (e-mail, Excel formula usage, etc.)
- People management experience
Desired Qualifications:
- Experience in a corporate planning department or consulting firm
- Planning experience
- Project management experience
- SQL skills/data analysis experience
- Work experience in the logistics or e-commerce industry
- CRM development experience in a call center or customer support industry
Others:
Additional information on Location
Rakuten Crimson House
1-14-1 Tamagawa, Setagaya-ku, Tokyo
Additional information on Secondment
*During your career, you may be seconded to JP Rakuten Logistics, Inc. with which we are considering jointly managing various initiatives.
Additional information on English Qualification
TOEIC score of 800 or higher (or proof of equivalent English proficiency, or proof of a university degree from an English-speaking country or higher)
Proof of qualifications is required by the time of job offer notification.
If you do not have a score or proof, we will guide you through the TOEIC IP test hosted by our company during the selection process.
Rakuten Group, Inc. Homepage Link
- Benefits:https://corp.rakuten.co.jp/careers/benefit/
- Recruitment Information:https://corp.rakuten.co.jp/careers/information/ * Employment type is detailed
- Rakuten Culture:https://corp.rakuten.co.jp/careers/culture/
#business #logistics #SCM #customersupport #OperationalImprovement #commerce #RakutenIchiba #RakutenSUPERLOGISTICS
Languages:
Japanese (Overall)