Spare Parts Operations Manager

Primary Function

This position manages the end-to-end order fulfillment process for spare parts and service components, ensuring reliable delivery to Japan Tobacco (JT).

As order processing is largely handled through system integration, the role focuses on delivery management, supply coordination, exception handling, and customer communication.

Reporting to Services & Operations Manager of Technologies team in Koerber Japan.

Key duties

1. Spare Parts Operations & Order Management

• Manage the full lifecycle of spare parts and conversion orders;

• • Customer inquiries and technical clarification
  • Quotation preparation and order processing
  • Track order progress and manage delivery timelines
  • Control the end-to-end process from order to delivery
  • Import/export coordination
  • Prepare handling and delivery arrangements
  • Invoicing and documentation
  • Manage logistics and customs processes until final delivery to JT

2) Customer Service & Issue Resolution

• Handle customer communication proactively, ensuring timely resolution of inquiries, complaints, and repair-related issues
  • Conduct on-site customer visits when required to strengthen relationships and resolve critical issues
  • Handle repair and return processes
• Maintain a high level of customer satisfaction and service quality

3) Inventory & Warehouse Management

• Manage spare parts inventories;
  • Workshop inventory control (usage, replenishment, adjustment, stocktaking)
  • Consignment stock operations
• Ensure inventory accuracy from both operational and financial perspectives
• Collaborate closely with workshop technicians to ensure parts availability and efficiency

4) Performance Management & Reporting

• Monitor and analyze spare parts sales performance;
  • Monthly and annual reporting
  • Customer-level analysis (order intake/turnover)
• Support the development of sales plans in collaboration with the Service Manager
• Identify opportunities to expand spare parts sales

5) Continuous Improvement & Projects

• Participate in and lead initiatives to improve operational efficiency and service processes
• Drive optimization of supply chain flows and cost efficiency
• Work cross-functionally with technical teams and customers to enhance service delivery

Qualifications:

University degree

Work experience:

5+ years in customer service, order management, supply chain, or industrial machinery-related operations

ERP experience (SAP preferred)

Other requirements

(e.g. PC or languages):

Import/export experience

B2B parts or industrial machinery experience

Excellent communication skills and work ethic

Experience with companies with a global matrix structure

Strong business understanding deeply and analytical skills

Strong Excel knowledge and experience.

Excellent written and spoken English (TOEIC 800 score approx.)

Competencies:

Customer focus, Coordination and stakeholder management, Speed and accuracy, Problem-solving mindset, Self-driven approach, Interest in technical topics (mechanical and electrical systems)

For questions please contact us via [email protected]. We work with selected partners and therefore ask recruitment consultancies to refrain from contacting us by mail or telephone.Please apply exclusively via the “Apply now” button.We value diversity and therefore welcome all applicants - regardless of gender, nationality, ethnic or social origin, religion/belief, disability, age, sexual orientation and identity, and any other protected status.