---

Detail posisi

The Customer Service Representative – Japanese Speaker is responsible for providing quality customer service, handling inquiries and complaints, and maintaining relationships with customers. The role requires strong communication skills in both Japanese and English, as well as proficiency in Microsoft Office and ERP systems.

Kewajiban

• Provide quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints.
• Primary contact for external & internal customers to process, enter, maintain, and provide status of all standard and special orders.
• Quote all established standard or contract pricing and modified tools.
• Provide basic technical support and recommend products for customer applications.
• Consistently communicate with internal sales personnel as well as the Customer Service Manager regarding any customer sensitive issues.
• Meet established departmental KPI’s.
• Support AR by investigating disputed payments and process credit memos as needed.
• Resolve quote or purchase order discrepancies for all customer orders.
• Process routine returns, quality returns and annual stock returns.
• Monitor one or more Key Accounts; proactive notification of late orders, issuing credits and/or RMA’s, filing customer complaints, track shipments, run open order reports as needed.
• Respond promptly to customer needs; solicit customer feedback to improve service, manage difficult or emotional customer situations.
• Maintain departmental processes in accordance with other affected facilities and departments.
• Attend in-house and/or outside training classes to enhance and upgrade skills as required.
• Perform other duties as assigned.

Kualifikasi

• Organized and enthusiastic self-starter who enjoys working in a collaborative team environment.
• Adept at cultivating productive relationships with distributors.
• Multitasking ability and serious about deadlines.
• Cooperative, responsible, and relationship-oriented.
• Bachelor’s Degree or equivalent manufacturing industry experience with 3-5 years of customer service experience.
• Product knowledge and industry experience with metal cutting tools is a plus but not required.
• Highly proficient in the Microsoft Office suite and experienced with ERP systems.
• Experience with SAP is also a plus.
• Strong oral and written communication skills in Japanese (N1) & English.
• Continuously looking to develop new ways to improve upon current practices while maintaining strong relationships with colleagues and customers.
• Team player, comfortable working in a global team environment and interacting with stakeholders of all levels across the globe.