Specialist, Customer Service

Job Overview

Responsible for perfect end-to-end order fulfillment, from order receipt through payment collection, ensuring customer satisfaction for the assigned business in Japan.

Provide back-office support for commercial and sales activities, maintaining responsibility for existing business accounts, and obtaining forecast information and order plans by building and maintaining strong customer relationship.

This position interfaces with counterparts in Accounts Receivable, Procurement, Trade Compliance, Demand Planning and Scheduling, Commercial teams, Mylar JV contacts, and other related functions to manage processes that meet productivity and quality metrics, ensuring seamless order execution.

Responsibilities

• Ensure accurate and timely order fulfillment from order receipt through payment collection, resolving issues as required.
• Manage orders in disciplined manner in accordance with standard order handling procedures and sales policies.
• Serve as the key transactional contact for customers, Mylar JVs, 3rd party logistics service providers and 3rd party warehouses.
• Coordinate shipment processes with Mylar JVs, local warehouse personnel, custom agency and carriers to ensure on-time delivery to customers.
• Monitor shipment status of international import orders with local custom agency and communicate accurate updates to warehouse and customers.
• Take responsibility for updating forecast figures for the upcoming two months through close communication with customers.
• Collect customer orders and create purchase requisitions in SAP to obtain PO documents, releasing orders to JV contacts in timely manner to meet production schedules. Adjust schedules and order quantities as necessary.
• Manage 3rd party purchase orders in SAP to ensure accurate goods receipt records.
• Manage JV price setup in coordination with the Procurement function.
• Proactively monitor open orders and deliveries to identify and resolve issues at the earliest stage, minimizing the negative impact of unavoidable disruptions.
• Maintain strong internal relationships with Sales, Supply Chain Planning, Production contact, Credit, Financial shared services, Procurement, and other related functions.
• Maintain and update customer master data in SAP.
• Maintain and update material master data in SAP.
• Update transfer price information in coordination with Procurement.
• Process billing-related adjustments, including returns, credit/debit notes.
• Document, investigate, and follow up on damages occurred during ocean and air shipments, enter complaint report into the Lotus Note database, and arrange damaged pallet maintenance or inspection with 3rd party vendors as needed.
• Arrange slitting, repackaging, or other maintenance activities with 3rd party vendors as required.
• Control inventory levels and proactively inform customers of stock conditions to support timely order placement.
• Assist with inventory reconciliation activities.
• Ensure compliance with all applicable safety, trade compliance, customs compliance, transportation and logistics regulations, Sarbanes Oxley (SOX) requirements.

Qualifications

• At least 3 yrs, preferably over 5 yrs, of customer service experience
• SAP knowledge
• Good written and verbal communication skills in Japanese & English
• Outgoing personality with excellent communication skills
• Solution oriented mindset
• Able to cope with stress (stress resistant)
• Customer focus
• Effective time management
• Responsibility and engagement