Job Location: Honolulu	Compensation: $75,000 - $88,000/Year
Employment Type: Direct Hire - Full Time, Exepmt	Work Schedule: 8:00AM-5:00PM (Weekends and Holidays included )

Established tour operation company is seeking an experienced Senior Manager for their Customer Service Division.

Key Responsibilities

• Manage multiple departments by overseeing daily operations for Guide Service business, Japanese Answering Service (JAS) and Nippon Rent-a-Car (NRC), and other arrangements as needed to ensure quality customer service for our internal and external customers.
• Implement policies & procedures for an efficient operation system, including but not limited to, attending to emergencies or urgent issues, conduct training and evaluations, and interviewing candidates for open positions.

[Essential Functions]

1. Develop, create and analyze all businesses to fit current market trends with profit margin to meet company’s goal.
2. Website maintenance for related businesses, forecasting, negotiation for conditions with business partners, and weekly sales reports.
3. Responsible for daily operations for multiple departments activities (Guide Service, NRC, JAS, others), including research and development, attend related meetings and communicate with internal/external customers.
4. Overall direction, coordination, and evaluation of the staff for all departments according to the corporate organization’s policies and applicable laws.
5. Dayforce submissions, approvals and performance evaluations.
6. Any other special assignments by General Manager or President.

[Secondary Functions]

1. Establish and maintain a viable communication network with all related management, staff, related affiliates, and with external contacts, including business partners.

2.Maintain records, prepare reports and statistical analyses.

3.Prepare forecasts to project operational/fiscal needs.

4. Serve as backup in the absence of employees.

Qualifications

• Bachelor’s degree
• Must possess at least seven (7) years’ of experience in customer service operations in the travel-related industry. marketing and sales experience is desirable\
• Must possess at least five (5) year’s management experience;
• Must possess bilingual language skills; speaking, reading and writing in English and Japanese.
• Must be able to communicate professionally and effectively with employees, customers, and management in English and Japanese.
• Possess skills in tactful negotiation with various levels, including employees, customers, business partners and organizations.
• Able to manage various responsibilities and staff; develop plans, new procedures, and approaches to improve work products.
• Required to possess valid Hawaii State Driver license with clean driving history.
• Possess working knowledge in computer operation such as in MS office Word, Excel, Power Point, and other software that is required to perform duties (ex: Photoshop, etc.)

Working Hours

Normal business hours ;8AM-5PM * Weekends and holidays included

Working Environment

• Air-conditioned office and/or remote work place.
• Frequent travels to various locations outside of office, with varying weather conditions, including but not limited to, noise, dust, fumes and vehicle exhaust.

Equipment Used

Copier, 10-key calculator, computer and printer, cellular phone, facsimile machine, and other standard office equipment.

Physical & Mental Demands

• Able to carry out instructions furnished in written, oral, or diagram form.
• Able to interpret instructions within the scope of responsibilities when no specific direction is provided.
• Possess proper judgment and handle decisions promptly when the situation is complicated and/or under pressure with time constraints.
• Able to visualize, articulate and solve complex problems and concepts, and provide decisions based on available information.
• Constant – vision, hearing, eye-hand-foot coordination, grasping, handling, finger dexterity;
• Frequent – sitting;
• Occasional – pushing, pulling less than 25 pounds to more than 50 lbs., lifting/carrying less than 25 pounds, standing, walking;
• Seldom – lifting/carrying more than 50 pounds, running, stair climbing, bending, squatting, kneeling, stooping, crouching, climbing, side bending, overhead reach.
• Not applicable – crawling, twisting.

Communication Demands

• Constant – requires talking and written communication to customers and outside trades persons/vendors, talking on the telephone;
• Frequent – requires talking and written communication to co-workers, supervising others, responding to written or verbal requests of co-workers and vendors, training/giving verbal instructions, writing/composing written language, reading, visiting/working at different work sites;
• Occasional – requires receiving verbal and written instructions.