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Customer Service Analyst

Location: 

Tokyo, 13, JP

Req ID:  3031
Job Type: 
Edgewell is a global team of over 6,000 visionaries, doers and makers. Our secret is people, and we have an inspiring and collaborative global force of them. Our portfolio of over 25 brands touches lives in more than 50 countries by making useful things joyful. Together, we reimagine good mornings and endless summers, strive for more sustainable ways to beautify and bond, and do it all with not only confidence but determination.

Position Summary
This position is a member of customer service team offering and providing a high level of professional, efficient and collaborate service in all aspects of contact with internal and external customers. He/she will aim to perform “Perfect Order” management, the ultimate objective of customer service, which is to deliver correct product, to the correct place, at the correct time, in the correct condition and packaging, in the correct quantity with the correct documentations to the correct customers.
•    Craft client customer service by creating added value and achieving function target
•    Improve customer service operation
•    Act as system (SAP) key user


Universal Accountabilities
•    Ensure sales order processing timely and accurately in system.
•    Lead/provide direction to customer service staffs to complete day to day operation on time.
•    Communicate closely with Sales, Planning, 3PL for on-time in full delivery.
•    Coordinate customer claims/goods return handling and timely closure.
•    Track and report order fulfilment and support Supervisor to develop actions to support customer service and continuous improvement initiatives.
•    Support Supervisor to develop/create OTIF (On Time in Full) report and provide root cause of error.
•    Support in system enhancement project including BI tool as system key user.
•    Conduct customer service operation improvement initiatives, such process simplification, job standardization (no shadow process), developing SOP (standard operation procedures), change management for optimization (e.g. trading norm…as a part of cost to serve)
•    Be prepared for BCP to ensure managing orders and delivering goods to customers. Primarily focusing on maintaining site operations, developed communications with all stakeholders, constant communication with customers regarding product allocations/daily transportation status and shipping prioritization if required.
•    Manage expedited transportation mode selection, and exceptional handling as a part of routine decision.

 

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Edgewell is an equal opportunity employer. We do all we can to create a collaborative and diverse global team, where good ideas can thrive, and our colleagues can learn and lead. We prohibit discrimination based on age, color, disability, marital or parental status, national origin, race, religion, sex, sexual orientation, gender identity, veteran status or any legally protected status in accordance with applicable federal, state and local laws. We listen deeply and speak directly to create an environment that’s open to difference. We aim to bring joy to not only the products we create and the people we serve, but our colleagues across the globe too.