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Job Description:

This is an individual contributor role. Manages simple to moderately complex orders from customers from order capture till order save in SAP, including any orders from Fax, email or customer portal without e-solutions. Serves as a first level escalation resource for routine and basic non-routine issues brought up by others whether internal stakeholders or external customers. Assists in analyzing customer service reports and handles simple and moderately complex validation related to order entry. Uses basic analytical skills to interpret information, examine variables, draw conclusions, and assess alternative methods. Most complex problem solving may require the use of increased judgment to handle some variations in conditions or operations, making decisions based on selecting from alternative courses of action using greater adaptation to circumstances when necessary.

Duties and Responsibilities:

Handles varied customer transactions including PO Download, Order Entry, Order Analysis (validation of order information/details entered), of PO's received from customers that cannot be converted to an electronic order into SAP. Also includes saving order, communicating with local CSRs for order and sending customer acknowledgement.
Handles inquiries of moderate scope and complexity within customer service areas.
Responsible for resolving simple to mid-complex issues and providing issue resolution according to the set guidelines provided.
Responsible for completing assigned tasks within SLA targets.
Follow-up on process delays and/or coordinate activities required to complete assigned tasks within SLA targets.
Coordinates in a timely manner with different teams thru emails, meetings or phones calls which would require high level of accuracy and critical thinking.
May be required to generate and provide simple reports and analytics directly related to the function.
Continuous improvement of processes and Lean Six Sigma project coordination which may include Identifying opportunities to improve data quality & reduce cycle time.
May be involved in training and pre/post deployment support.
Participate in all company initiatives eg. daily tier reviews, team meetings, training as well as completing all compliance and EHS courses are required. Other administrative duties may be required by the business.
Analyzes, recommends, and suggests alternative solutions to meet customer needs and/or account specific needs.
Customer service, issue resolution, analytical with good problem-solving skills and critical thinking and process and tool training and expertise.

Qualifications

Has background with order to cash.
Minimum 2 years of customer service experience specifically customer issue resolution.
Previous experience in SAP system will be an asset.
Knowledge in Japanese Language - Reading, Writing, Speaking and Listening skills are required.
English language capabilities and additional language a plus.

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Customer Service Analyst - Japanese Speaker