Position Summary

Provides excellent customer service and manages the needs of our customers through our communication platform (phone, email, live chat, Salesforce). Take ownership of issues and concerns of customers, including operational issues, order processing, delivery/shipment, claims etc. 

This role will be based in Manila, Philippines, starts as a remote role that may turn into hybrid mode in the future. The roles require excellent Japanese and English language capability. Selected candidate will be engaged as an Independent Consultant through our assigned provider in the Philippines.

Responsibilities

• Handle customers’ queries via email, live chat, Salesforce and phone calls and must be able to speak and read in Japanese and English for assigned customers outside Singapore.
• Responsible for processing customers’ orders in the system and follow up with factory on stock readiness, availability and delivery schedules. Provide timely “Open Order Report”
• Serves as an interface between customers, sales, division and finance department to resolve order status, production, delivery and billing inquiries, or any customer related issue.
• Closely monitor delivery from factory and liaise with customers to inform them on changes and get acceptance.
• Prepare and send shipping documents to customers.
• Address customer goods return due to quality reject, claims and communicate with Quality on rejects & resolution.
• Regular meet-up with customers to review orders, spanet situation, forecast demands, orders and deliveries (both physical and virtual meetings).
• Update weekly sales orders for sale forecast reports for management.
• Serve as backup to team members.
• Any other ad-hoc assignments by immediate superior.

Qualifications

Requirements:

• Degree in relevant discipline with at least 3 years of experience in customer service/customer support/procurement/logistics in relevant industry.
• Good interpersonal, communication, and computer skills. 
• Demonstrate a passion towards customer commitments.
• Team player to the team as well as cross functional departments.
• Able to exert consistent effort to provide quality results that are focused on the bottom-line.
• Hands on, detailed orientated approach and a fast learner with new software.
• Experience in JDE system is preferable.
• Analytical, self-driven and independent
• Excellent English and Japanese (Only candidates with Japanese language capabilities shall apply)