カスタマーケア（サービス）スペシャリスト

About Mozarc Medical

At Mozarc Medical, our vision is to reimagine the future of holistic kidney health technology. Established in 2023 out of equal investments from DaVita, a leading provider of kidney care services, and Medtronic, one of the world’s largest medical device companies, Mozarc Medical offers an exciting and unique start-up experience backed by the support of two long-time industry and market leaders.
 

Driven by our mission and values, we put our patients at the center of all we do. Our employees play a key role in developing technology solutions that enrich patients’ lives and create meaningful progress in the treatment of kidney disease. Find your purpose and passion at Mozarc Medical.

Responsibilities may include the following and other duties may be assigned.

• Represents company to external and internal customers, answers order-related questions, tracks shipments, interprets and clarifies customer orders, takes and enters orders into the ERP, and when necessary may connect customers to appropriate support or field staff.
• Answers the phone in Japanese & English representing Mozarc

• Manage EDI orders, correct any data as needed and ensure transactions flow seamlessly
• Process customer credits, returns, and follows Mozarc’s policies and guidelines for approvals
  • Properly documents product complaints, service request and inquiries generated by customers or Sales team.
  • Possesses basic understanding and knowledge of products supported and service lines.
  • Direct complex technical issues to appropriate Mozarc personnel (Service Technicians, Field Service Representatives, or another proper person/department).
  • Issues Return Material Authorization (RMA) to return reported serialized product for service and/or exchanges and performs follow up on open RMA.
  • Manage order entry in order to ensure fulfillment and billing is accurate and correct
  • Contribute to the update and maintenance or work instructions and procedures, as required
  • Process parts replenishment order for Service Center and Field Technicians.
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KNOWLEDGE/EDUCATION
• Requires college degree or equivalent years of service

• Fluency in Japanese and English (verbal and written)

JOB EXPERIENCE - required to have
• Requires minimum of 4 years of relevant experience in Customer Care or Customer Service Capacity

Nice to have:

• Fluency in additional languages (i.e. other APAC countries languages)
• Strong verbal and written communications skills
• ERP system experience SAP

• Med device or Pharma experience is preferred

• Thrive in a fast-paced work environment
• Able to prioritize in a constantly changing environment.
• Demonstrated ability to work effectively with cross-functional partners.
• Strong ability to think analytically while being efficient in executing tasks tactically.
• Strong organizational skills
• Thorough in follow-ups
• Ability to provide proactive solutions to customer issues
• Proficient in Microsoft Office applications (Excel, Access, Word).
• Ability to learn and retain product, process and policy information

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Is this is the position you were waiting for?  Apply here!