Customer Service Specialist serves as primary resource to attend customers’ enquiries on order management. Timely respond to customer’s queries and follow up on customer’s resolution from various parties. Manage master data creation and maintenance. Participate in system, process, and customer experience improvement projects.
業務内容:
Order management: Understand and be able to process sales orders from customers and follow through till shipment (order entry, acknowledgement, confirmation, order change, etc.)
Respond to both external customer’s and sale’s team enquiries
Monitor and follow up on shipment schedule to ensure timely delivery
Expedite and communicate proactively with customers on the product availability and shipment status
Work with supply chain planner to manage product availability in orders to ensure the best order fulfillment via material determination table set up and back order strategies
Collaborate with Supply Chain Planner, Physical Distribution and Go-to-Market Teams to ensure smooth execution of order to shipment for new initiatives and logistic related changes
Work with multi-functional team in projects that require change or improvement in the order management system
Coordinate with BPO (China business process outsourcing partner)
Knowledge Management (SOP, Job Aid updating) to deliver everyday excellence in their service operations, as well as, act as a first point of operation escalation for BPO on order processing matter
Update customer master data in SAP based on requests from Sales team and/or customers
Update material determination tables, pricing, and other master data related to order taking
Create material master data for Japan specific product codes and initiatives
Reporting and documentation to support compliance activities
応募資格:
Fluent in Japanese in order to support Japanese customers and be able to communicate in English with multi-functional team
Excellent communication skills and with good telephone etiquette
Prefer with at least a diploma in business or related discipline with at least 2-3 years of working experience in Customer Service or Order Fulfilment environment
Knowledge or experience with SAP system preferred
Pleasant personality with a passion for service excellence
A strong team player who can adapt to fast paced and dynamic environment
