カスタマーケア（サービス）スペシャリスト

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.
•  

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