Customer Service Representative - Japanese Speaker

About the job

Key Performance Areas

• Provide quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints.
• Primary contact for external & internal customers to process, enter, maintain, and provide status of all standard and special orders.
• Quote all established standard or contract pricing and modified tools.
• Provide basic technical support and recommend products for customer applications.
• Consistently communicate with internal sales personnel as well as the Customer Service Manager regarding any customer sensitive issues.
• Meet established departmental KPI’s
• Support AR by investigating disputed payments and process credit memos as needed.
• Resolve quote or purchase order discrepancies for all customer orders.
• Process routine returns, quality returns and annual stock returns.
• Monitor one or more Key Accounts; proactive notification of late orders, issuing credits and/or RMA’s, filing customer complaints, track shipments, run open order reports as needed.
• Respond promptly to customer needs; solicit customer feedback to improve service, manage difficult or emotional customer situations.
• Maintain departmental processes in accordance with other affected facilities and departments.
• Attend in-house and/or outside training classes to enhance and upgrade skills as required.
• Perform other duties as assigned.

Job Environment

• Work performed in an office or home environment (Hybrid role)
• Extended periods of time sitting or standing using a computer
• Frequent mental and visual attention required.
• Must adhere to Sandvik Code of Conduct Policy

Candidate Profile

• Bachelor’s degree.
• 1-2 years of experience in Customer service.
• Customer service process for local & international sales
• Good command of English & Japanese is a must
• Good attitude and good team player
• Able to work under pressure.
• Efficiency in MS Office, Word, Excel, PowerPoint, Outlook.
• Experienced in SAP is a plus.
• Willing to work on a hybrid role based in Bangkok, Thailand