Daisuke Murata
Katsushika
Summary
With nearly 10 years of experience in shipping industry, logistics, and inventory management, as well as people management, maintained good reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Recently working as a technical support for audio products, and experienced in troubleshooting both hardware and software issues in customer-focused environments.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Technical Support Lead, Global Support
EPOS Audio A/S
01.2024 - Current
- Analyzed trends in support requests, proactively addressing common issues through knowledge base updates and preventative measures.
- Leading the team of four, one being based in Poland and the rest of three agents being in India. Together with the team of four, covering APAC region.
- Streamlined workflow for the agents optimizing productivity and performance.
- Proactive follow up meeting with the clients to sound if there should be any issue or improvement.
APAC Supervisor, Global Support
EPOS Audio A/S
04.2022 - 12.2023
- As well as the assignment described in the previous section, as APAC supervisor, established performance metrics for the region, consistently tracking progress towards goals and making adjustments as needed.
- Aligning with Sales team, as well as resellers or distributors, internal and external stakeholders, to update the HQ what issues they have and report them.
- Traveled to other offices such as in Singapore or in Copenhagen, HQ, to have training secession and presentation.
Technical Support Specialist, Global Support
EPOS Audio A/S
04.2021 - 04.2022
- Troubleshot the issues across headphones, speakerphones, Gaming headsets, microphone, and video products.
- Aligning with Product Manager and Software engineer to report the issue raised from the market.
- Enhanced team productivity by streamlining troubleshooting processes for APAC region.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
Account Manager, Sales
CMA CGM K.K.
09.2019 - 03.2021
- Working as an outside sales representative, handling the customers from the variety of industries who have exports from Japan to the world. Major customer segment is car manufacturers, as well as construction machinery, consumption goods, or trading house.
- Coordinating sales meetings and following up with customers to assess satisfaction/resolve any technical or service concerns.
- Key achievements; meeting annual quota with above expectation, and particularly achieved some new clients while the whole industry was quite stagnant due to serious raise on oil price.
Global Care Business Partner, Customer Service
Maersk Line A/S
10.2016 - 07.2019
- Global Care Business Partner was a new concept to offer the key clients a dedicated customer service agent and tailor-made service. As a starting member of the team, managed the Electronics team, managing one person based in the same office directly reporting to myself, as well as local customer service agent located all over the world.
- Monitoring schedule punctuality, negotiating the vessel space availability with the headquarter in Copenhagen, customizing internal/external process, having monthly face-to-face meeting with the customers to sound for any improvement, and checking forecast accuracy.
- Mentoring/coaching the staff working together to maximize team knowledge and share best practice within the team. Automated the manual tasks to minimize the workload.
Export Customer Service, Customer Service
Maersk Line A/S
06.2015 - 10.2016
- Handled end-to-end shipping process for export from Japan, including documentation, schedule punctuality check, and filing a complaint and legal claims. Customers segmentations varied from trading house, car manufacturers, chemical company, to used car dealers.
- Key achievement was to shift the majority of the customers to use the E-commerce/E-booking platform as Japan or shipping industry itself had long been bound to a paper-based customs, which became one of the burdens for the customers outside of Japan to accelerate the business. This includes the biggest Japanese trading house and we proudly initiated the trend in the market.
Sales Support Representative, Sales
Maersk Line A/S
04.2014 - 06.2015
- Offering quotation, answering day-to-day service-related inquiry, technical/administrative support for the customers and internal stakeholders including outside sales representatives.
- Key achievement: Obtained a new business, as part of ODA, to build a bridge in Colombo, Sri Lanka. Succeeded to maintain the freight/cost by providing a constant and timely support, and boosted the revenue for the JP cluster.
- Monitored competitor activities to help identify opportunities for growth in the market share.
Equipment Management, Operations
Maersk Line A/S
04.2013 - 04.2014
- Worked as a Reefer and Special container specialist, handled the container inventory management for Japan, based in Minami-Honmoku/Yokohama terminal.
- Maintaining the balance between export and import, demand and supply trend and maintain cost-efficient and healthy inventory stock balance.
- Site-visit to a yard/port to investigate damages caused to the containers.
- Aligning with Sales and Customer Service team to prepare a forecast to meet the expected incoming demand.
Export Customer Service, Intern
Maersk Line A/S
09.2012 - 03.2013
- Full day/week internship through Monday to Friday at Maersk Line A/S, as an Export Customer Service agent.
- Supported; call handling and updating the customers with the latest information regarding shipments (schedule change notice, updates to the ports' authorities, etc.)
- Worked closely with Sales team to provide key clients with their custom-made schedules and services.
Education
Bachelor of Arts - East Asian Studies
Akita International University
Akita PrefectureHigh School Diploma -
Ikubunkan High School
Tokyo 04.2004 - 03.2007
Skills
Good communication skillsundefined
Timeline
Technical Support Lead, Global Support
EPOS Audio A/S
01.2024 - Current
APAC Supervisor, Global Support
EPOS Audio A/S
04.2022 - 12.2023
Technical Support Specialist, Global Support
EPOS Audio A/S
04.2021 - 04.2022
Account Manager, Sales
CMA CGM K.K.
09.2019 - 03.2021
Global Care Business Partner, Customer Service
Maersk Line A/S
10.2016 - 07.2019
Export Customer Service, Customer Service
Maersk Line A/S
06.2015 - 10.2016
Sales Support Representative, Sales
Maersk Line A/S
04.2014 - 06.2015
Equipment Management, Operations
Maersk Line A/S
04.2013 - 04.2014
Export Customer Service, Intern
Maersk Line A/S
09.2012 - 03.2013
High School Diploma -
Ikubunkan High School
04.2004 - 03.2007
Bachelor of Arts - East Asian Studies
Akita International University
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