Customer Service Representative

Job Description

Grace is seeking a Customer Service Representative to join our Supply Chain Customer Service team! This role reports to Director, Global Process Owner, Customer Service and will be based in Tokyo.

This role will oversee order management, customer service, and sales operations support, ensuring accurate processing and coordination with stakeholders.

Responsibilities

• Order Management & Customer Service

• 1. Manage customer orders, invoices, and inquiries within a 48-hour SLA, ensuring accuracy and timely acknowledgment
  2. Identify and resolve order discrepancies, delays, damages, and risks through coordination with Sales and customers
  3. Validate product availability, packaging requirements, and Letter of Credit compliance
  4. Monitor shipments and issue order confirmations promptly
  5. Ensure timely delivery of accurate shipping documents
  6. Handles sample requests from business units

• Local warehouse and liaison

• 1. Oversee local stock levels and replenishment, including issuing SAP purchase orders to supply plants
  2. Facilitate the importation of local stocks into Japan, including customs clearance
  3. Oversee import duty payments and ensure compliance with local regulations

• Sales Support

• 1. Support sales forecasting, inventory planning, and monthly reporting, including payment tracking
  2. POS reporting on Orders deviations
  3. Manage agent commissions
  4. Handle raw material and finished goods procurement, including shipment coordination and SAP transactions
  5. Validate tolling invoices and tolling reports, ensuring financial accuracy and resolving discrepancies
  6. Collaborate with Sales, Finance, and partners, and participate in product development and business review meetings

Required Qualifications

• Bachelor’s degree (or above) in business or supply chain-related field
• Above 10 years of working experience in customer service, order fulfillment and order processing
• Detailed oriented, demonstrated ability to meet tight deadlines and manage multiple tasks
• Team player who will share the workload when needed as a team
• Strong interpersonal skills.  Able to communicate at all levels in the organization and across functions
• Proficient with the Microsoft Office® and SAP for Order Processing
• Good communication skills including both oral and written fluency in English and Japanese
• Ability to work under pressure during month-end datelines
• Understanding import customs procedures and payment process
• Understanding of banking processes related to documentation submission

Preferred Qualifications

• Supply chain or similar certification preferred