Job Description

社名
社名非公開

職種
カスタマーサービス

業務内容
・ 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 projectsRESPONSIBILITIES・ 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 oforder 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 activitiesKey Results/Measures・ Fill Rate and Fill Rate on Time・ Call Answered Live (Compatible with PC. In-house sales, ~3 cases from agency / day)・ Customer Satisfaction / Customer Complaints

求められる経験
・ 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

保険
健康保険　厚生年金保険　雇用保険

休日休暇
土曜日　日曜日　祝日

給与
年収500 ～ 700万円

賞与
-
雇用期間
期間の定めなし

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