Senior Customer Service Specialist

Changing lives. Building Careers. Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what’s possible and making headway to help improve outcomes.

DESCRIPTION This position provides customer service to our customers in Japan.  The successful candidate will be able to accept ownership for effectively processing orders and responding to customer inquiries in a timely manner and delivering a world-class customer experience.  Start date for this role is expected to be in January 2027. SUPERVISION RECEIVED This position is under the direct supervision of the Manager, Customer Service. SUPERVISION EXERCISED None ESSENTIAL DUTIES AND RESPONSIBILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Responsible for ensuring all orders received by fax, email, EDI, or other sources are processed and acknowledged accurately and promptly upon receipt. Ensure that all customer inquiries, including but not limited to, order status, inventory availability, delivery information, pricing and invoices are resolved satisfactorily; Provide accurate, valid and complete information using the appropriate methods/tools; Track and manage the interactions with the customers from every channel. Identify customer’s needs and provide basic to moderately complex support; Identify and solve problems using available resources.  Ensure order processing holds are addressed in a timely manner. Proactively communicate product availability to customer; Manage backorders, where required. Create and distribute daily sales invoices. Process requests for copies of invoices. Provide support to the sales team: pricing, product samples, customer call, customer account creation. Liaise with other departments to resolve customer inquiries. Ensure daily, weekly and monthly reporting is carried out as per business requirements. Provide feedback on a daily basis to the team leader / supervisor. Actively engage in projects to improve service levels. Perform other related duties as assigned by management. Monitor / Take corrective actions of any errors on Oracle System and EDI. Accumulate / analyze call data for improving CS service. Build FAQs to standardize CS operation. Create operation dashboard to visualize / improve the operation. DESIRED MINIMUM QUALIFICATIONS The requirements listed below are representative of the knowledge, skill and/or ability required for this position. Education : High school diploma / Associates Degree or higher Experience : A minimum of one to three years related experience and/or training in Customer Service.  Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred Previous experience in IT field preferred Skills: Native speaker level of Japanese. Ability to read and write in English and conversational level of English speaking is required to join international project. Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes. Clearly understanding needs and requirements of dealers and hospitals. Strongly establishing human network internally and externally for system implementation and operation improvement. Passion for customers and delivering a world-class service experience. Demonstrated critical thinking, problem solving and analytical skills. Sense of urgency and proven ability to work under pressure. Attention to detail and strong organizational skills. Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment. Understanding of Order to Cash process and related systems…Oracle, SalesForce.com, EDI, Call System experience