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About the Role

The Staff Customer Service Representative (Staff CSR) will be part of our global Shared Service Centers, providing essential services and support to customers. This role involves leading high-impact projects, managing customer escalations, processing orders and returns, handling quotations, and resolving customer queries via phone and email. Staff CSRs contribute to a high-quality customer experience through pre-sales, post-booking activities, and order status follow-up, with opportunities to build customer intimacy within specific account teams.

Responsibilities

Manage and process customer orders, product returns, quotations, and inbound/outbound customer calls.
Handle pre-sales and post-booking activities to resolve customer queries and issues.
Interact with various internal departments and processes to support customer needs and remove roadblocks.
Support the sales opportunity management cycle by fulfilling operational requests.
Provide differentiated operational support through the company's business model (Tiering) throughout the sales and post-sales cycle.
Ensure an optimal customer experience by consistently and accurately following internal processes and standard operating procedures using tools like Oracle, SFDC, Outlook, and other internal business applications.
Follow up with customers on pending actions via phone, email, and chat channels.
Address standard and non-standard customer inquiries regarding order process creation/modification, supply chain implications, or account information via phone, email, or chat.
Create and manage customer data records to ensure data integrity.
Drive escalation and continuous improvement for the Customer Operations organization.
Actively participate in revenue maximization efforts, especially during the end of the quarter.
Exercise excellent decision-making during customer interactions and escalations, guiding customers according to company direction by involving cross-functional members.
Manage post-booking activities including order status follow-up, TC review, Acceptance, Logistics arrangement, and customer follow-up.
Coach team members to ensure good practices are circulated within the team.
Lead high-impact division-level projects, driving project strategy to meet scope, cost, and timeline goals by evaluating risk and making decisions based on analysis.

Requirements

Bachelor’s degree completed, or relevant customer service experience.
Minimum of 1-2 years of experience in Share Service Centers.
Ability to work Full-time, 8 hours between 6 am to 7 pm Monday-Friday.
Availability to work overtime as business needs require.
Japanese (JLPT N 1 & N 2) is a requirement.
English (verbal/written) in a business perspective.
Must be able to communicate effectively with customers regarding their product orders, service, and other customer inquiries about their transactions.
Proficient in computer usage and a variety of basic skills.
Strong customer service attitude, positive outlook, excellent work ethic, and drive to succeed.
Effective time management skills and a self-starter attitude.
Strong risk management skills and problem-solving skills.
Ability to take ownership of customer needs and demonstrate initiative and decision-making.
Demonstrates aptitude for learning new business applications and enterprise software.
Demonstrates aptitude for and interest in learning/improving processes.

Skills

KCS methodology or other knowledge management methodologies (Preferred)
Oracle and SFDC application experience (a plus)

Work Type

Full-time

Experience Level

1-2 years

Education Level

Bachelor's degree