Customer Support

Job type Permanent
Salary
Reference 54127

Position: Customer Support Officer

Location: Tokyo, Japan (Hybrid work available)
Reports to: Regional Sales Manager
Employment Type: Full-time

Position Summary

This role is responsible for providing high-quality customer service and operational support to ensure smooth communication and satisfaction throughout the customer lifecycle. The position involves coordinating and managing customer requests, documentation, and inquiries to maintain a strong and trusted relationship with clients, contributing to overall sales and service goals.

Key Responsibilities

1. Customer Onboarding

  • Manage the onboarding process for new customers following internal compliance procedures.

2. Sample Requests

  • Process and coordinate customer sample requests for material validation and approval through CRM tools.

3. Customer Inquiries

  • Respond to and follow up on customer inquiries related to the sales process, including documentation, questionnaires, and agreements.

4. Forecasting and Market Insights

  • Share relevant market information to support demand forecasting and budgeting activities for up to a 24-month period.

5. Payment Requests

  • Process and track customer-related payment transactions such as credit notes and commission requests.

6. Customer Audits

  • Prepare documentation and provide administrative support during customer audits.

7. Customer Complaints

  • Manage customer complaint cases, coordinating investigation and follow-up reports to ensure prompt resolution.

8. Commercial and Sales Support

  • Provide data analysis and administrative assistance to Sales Managers to ensure the proper execution of customer contracts and agreements.

Requirements

Education:

  • Bachelor’s degree or higher in Business, Science, or a related discipline.

Experience:

  • Minimum 3 years of experience in customer service, sales administration, or supply chain within a B2B international business environment.

Technical Skills:

  • ERP system experience required (SAP preferred); understanding of data flow between master data, order, and invoice processes.

  • CRM system experience required (Salesforce preferred).

  • Strong organizational and analytical skills with attention to detail.

Language Skills:

  • Native-level Japanese and business-level English (for communication via email and online meetings with global teams).

Personal Attributes:

  • Customer-focused, proactive, and results-oriented.

  • Strong problem-solving abilities and high sense of accountability.

  • Capable of working independently and collaboratively within a small cross-functional team.

Work Environment

  • Flexible working hours (core time: 10:00–15:00).

  • Hybrid work arrangement: 3–4 days per week remote work possible.

  • Office located in central Tokyo.