Analyst, Customer Fulfillment (Japanese)

Reports to the Customer Fulfillment Associate Manager, and accurately and timely receives and processes customer orders for a portfolio of accounts and the resolution of internal and external customer queries.

Essential Duties and Responsibilities:

• Proactive order management and anticipating and solving issues relating to customer orders
• Liaise with customer to coordinate delivery dates based on stock availability / prioritize destinations (during reception windows)
• Day to day liaison between LSP and local country (Sales, Logistics & Finance Departments)
• Escalation of stock allocation and customer service issues to Team Leader
• Management of customer inquiry resolution through development and implementation of action plans to eliminate the source problem
• Identifies and implements process improvements and identifies efficiencies and best practices
• Conducts trade visits with sales representatives if required and visits local country as representative of SSC as necessary
• Collaborates with BPT to solve systems issues
• Develops and maintains customer service performance reporting systems to assist local country in efficient management of its business

Required Skills / Experience / Competencies:

• Good oral & written communication skills
• Solid accuracy and attention to detail
• Ability to work on own initiative and prioritize tasks
• Ability to work under pressure and strong attention to detail
• Good team player who works well with others
• Demonstrated flexibility/adaptability
• A strong sense of urgency
• Open to changes
• Fluent or strong English and Japanese (reading, speaking, writing)

Preferred Skills / Experience / Competencies:

• College Degree or equivalent on the job experience
• Previous Customer Services experience
• Must be a fluent English speaker
• SAP experience (desirable)
• 0-2 years experience in similar roles
• Process improvement orientation
• Strong ability with Microsoft Office tools and other computer systems
• Excellent communication and interpersonal skills
• Strong proactivity and personal ownership
• Flexibility to address critical business needs
• Background working in multi-cultural environment advantage
• Lean capability/Project management skills

(Fresh Grad accepted)

Job Requirements:

- Full-Time, typical shifts is 8AM-5PM or 9AM-6PM (subject to change as the team rotates shift for back-up purposes), Mondays to Fridays, overtime is expected as needed, willing to work on-site.

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