Spare Parts Sales & Service Operations Manager

Company: Koerber Japan Co., Ltd.

Place: Tokyo, Japan

Report to: General Manager, Services & Operations

Primary Function

The Spare Parts Sales & Service Operations Manager is responsible for driving the growth of the spare parts business while managing the end-to-end spare parts and conversion order process for Koerber machines.

This is not purely a supply chain or order administration role. It combines inside sales, customer service, and operational responsibilities. The role proactively identifies customer needs and sales opportunities while ensuring smooth execution from quotation through delivery and invoicing.

The position serves as a key interface among customers, Koerber headquarters, suppliers, logistics and customs partners, workshop technicians, and internal stakeholders.

Mission: Drive spare parts sales growth through proactive customer engagement while ensuring reliable end-to-end order execution.

Responsibilities

Key Duties:

1) Spare Parts Sales & Business Development

- Proactively identify and develop spare parts and conversion sales opportunities through daily customer interactions.

- Understand customer requirements, installed machines, operational issues, and potential parts needs.

- Propose appropriate spare parts, replacements, improvements, and alternative solutions in cooperation with technical teams.

- Follow up on quotations and customer inquiries to improve order conversion and sales.

- Maintain close customer communication and build long-term business relationships.

- Monitor customer-level Order Intake (OI) and Turnover (TO) and identify further business opportunities.

- Develop spare parts sales plans and actions together with the Service Manager.

- Identify related spare parts and service sales opportunities arising from workshop and service activities.

2) Customer Service & Inside Sales

- Act as the primary contact for spare parts-related customer inquiries.

- Respond promptly and professionally to requests concerning quotations, delivery, technical clarification, complaints, repairs, returns, and claims.

- Understand customer requirements and recommend appropriate parts and solutions.

- Coordinate with Koerber headquarters and technical teams when technical clarification is required.

- Visit customer sites when necessary, particularly to resolve critical issues or complaints.

- Use daily customer interactions to create additional business opportunities while maintaining high customer satisfaction and service quality.

3) Spare Parts & Conversion Order Management

Manage the complete quotation-to-delivery and invoicing process for spare parts and conversion business, including:

- Customer inquiries, parts identification, and technical clarification.

- Quotation preparation, submission, and follow-up.

- Customer order processing and ordering from Koerber headquarters or suppliers.

- Order progress tracking, delivery-time management, and proactive customer updates.

- Repair, return, and claim handling.

- Import/export, logistics, customs, packing, shipment, and delivery coordination.

- Invoicing and management of related documentation.

Ensure that all orders are handled accurately, efficiently, and on time, with clear customer communication throughout the process.

Other Duties:

4) Inventory & Workshop Operations

- Manage consignment stock and Koerber Japan workshop inventory.

- Coordinate inventory usage, replenishment, adjustment, and stocktaking.

- Monitor inventory accuracy from both operational and financial perspectives.

- Coordinate closely with workshop technicians to ensure appropriate parts availability.

- Coordinate with Japanese suppliers when emergency parts production, local sourcing, repair, or overhaul is required.

- Help reduce the risk of excess stock and shortages by monitoring stock levels and supply status.

5) Sales Performance Management & Reporting

- Prepare monthly and annual spare parts sales reports.

- Monitor and analyze Order Intake (OI) and Turnover (TO) by customer.

- Identify sales trends, customer needs, and new business opportunities.

- Review sales performance and future sales plans with the Service Manager.

- Translate customer and operational information into concrete sales actions.

- Follow up on quotation status and lost-order reasons to improve future sales activities.

6) Continuous Improvement & Cross-functional Collaboration

- Participate in initiatives to improve spare parts and service processes.

- Improve the efficiency and reliability of order fulfillment, logistics, delivery, and inventory management.

- Support optimization of supply chain flows and cost efficiency.

- Work closely with Koerber headquarters, technical teams, workshop technicians, customers, suppliers, logistics providers, and customs agents.

- Participate in or, where appropriate, lead projects to expand spare parts sales and improve customer service.

Qualifications :

University degree

Work experience:

• Five or more years of relevant experience in spare parts sales, inside sales, customer service, order management, or industrial machinery-related operations.

• Experience in B2B spare parts, service, or industrial machinery business is strongly preferred.

• Experience using ERP systems; SAP knowledge and experience.

• Experience working in a global matrix organization is preferred.

• Strong Excel skills for data compilation and analysis.

• Practical experience with Word and PowerPoint.

• Native Japanese and Business level as written and spoken English.

Other requirements

( e.g. PC or languages):

• Sales-minded and commercially driven, with a proactive approach to business growth.

• Ability to identify customer needs and sales opportunities through daily interactions.

• Strong customer orientation and relationship-building skills.

• Excellent communication, coordination, and stakeholder-management skills.

• High level of accuracy, speed, ownership, and follow-through in order execution.

• Analytical mindset and ability to use sales and customer data effectively.

• Problem-solving mindset and a self-driven working style.

• Ability to manage multiple priorities and collaborate across international and cross-functional teams.

• Interest in technical topics, including mechanical and electrical systems.

• Strong work ethic and professional integrity.

Competencies :

This position is not limited to processing incoming orders. It uses every customer touchpoint, including inquiries, parts identification, quotations, repairs, and delivery discussions, to uncover needs and create new sales opportunities.

The role then takes ownership of execution from quotation and order receipt through purchasing, import/export, delivery, and invoicing .

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. (mailto:[email protected])

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.