About the Role:
We are seeking a Senior Customer Service Associate based in Singapore with fluent Japanese and English language skills to remotely support our growing entity in Japan.
You will use your life science customer service experience, combined with technical credibility, to liaise between customers; distributors and other internal departments to ensure revenue targets are met or exceeded
What you will be doing:
- Standard sales order creation and maintenance - interpret requirements of purchase order details, quotes, and sales or customer inputs to create and maintain stock sales orders in ERP system in accordance with contract guidelines and 10X policies and procedures
- Content expert on ERP and CRM teams to enable quote to invoice, opportunity management, and complaint management
- Create and manage product returns, credit and debit memos in ERP system and update CRM. Coordinate with logistics and field team for pickup or RMA of instruments and provides information/updates to customers and internal teams as needed
- Create and manage service requests to field teams in CRM and service contracts in ERP system pursuant to purchase order details, quote and sales or service management input
- Handle product and order enquiries via phone and email with internal and external customers to provide direction or solution
- Monitor Back Orders and manage updates in system and communication updates to customers and internal staff on a regular basis
- Validate accuracy of sales orders and provide guidance to resolve errors or escalate to Senior Staff or Manager for resolution of errors
- Collaborate with internal and regional teams to drive on time fulfillment of orders and resolution of issues to exceed customer expectations
- Read/Analyze Reports in support of order fulfillment
- Manage Japanese customer base and perform other duties as assigned
Minimum Requirements:
- Multi-year customer support experience
- Knowledge of ERP and SFDC business systems
- Strong written and verbal communication skills in English and Japanese (business level)
- Detail oriented and ability to work and respond appropriately under pressure
- Flexibility to work after office hours when required
- Demonstrable ability to solve problems and work effectively in a team environment
- Knowledge of Microsoft Word, Excel and Outlook
Preferred Qualifications:
- B.Sc. in life science, chemistry or business
- Additional language skills desirable (preferably Mandarin)
