Customer Service Associate - Japan

Customer Service Associate - Japan

We are seeking a Customer Service Associate based in Japan with fluent Japanese and English language skills to support our growing entity in Japan.

The Customer Service Associate interfaces with and supports internal and external customers and distributors managing order entry and fulfillment. You will build strong relationships with customers and serves as a liaison between customers and cross-functional groups across the company.

You'll use your 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 products returns, credit and debit memos in ERP system and updates 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/distributors 
• Monitor Back Orders and manage updates in system and communication updates to customers/distributors 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 resolutions of issues to meet or 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 fast paced team environment 
• Knowledge of Microsoft Word, Excel and Outlook

 Preferred Skills and/or Experience:

• Bachelor's degree in Biology, Molecular Biology or equivalent
• Additional language skills desirable (preferably Mandarin)

#LI-KW1

#REMOTE