Primary point of contact for receiving, processing and verifying the accuracy of customer domestic orders that arrive via fax, email and customer EDI, and performs order entry activities following defined procedures and guidelines.
Responsible for inquiry & order handling process from beginning to end, including delivery instruction and shipment control. Also co-work with business in collection of account receivable
Monitors open order status and alerts to take appropriate actions where necessary to promote on-time delivery to the customer promise date
Initiates the required action for first call resolution to customer service requests for order changes and other requests within the Business sales policy; escalates inquiries to the appropriate partners in a timely and effective way to resolve a variety of order-related issues.
Establishes sound business relationships with customers by consistently delivering professional, quality service that is superior to the competition and work closely with sales team to attain customer satisfaction
Interacts with various partner functions such as Sales team, Supply Chain, logistics, Finance, external warehouses to ensure that the customers’ requirements are understood and commitments are met.
Adheres to all corporate policies, procedures and legislative requirements and advises management of adoption and/or deviations to policies and guidelines to reflect circumstances within the customer service area.
Provides back-up support to other members in group in the performance of job duties as required.
Provides Sales related information (sales order volume versus forecasted volume) to business
Primary point of contact for SAP Order-To-Cash module representing the supporting business supporting for Japan
[Requirements]
+3years experience of CSR
Fluent Japanese and good English speaking
Good interpersonal communication skills (including verbal, phone, listening and written communication skills) both externally and internally, to effectively develop strong relationship
Ability to operate the required computer systems (SAP, SFDC and the Microsoft Office Suite of programs)
Ability to work professionally and effectively with external customers and with many internal functional groups and Businesses
Demonstrated attention to detail and exhibits a high level of accuracy
Self-motivated and positive minded.
Customer Service or order fulfillment experience is highly preferred
