Customer Experience Specialist

Job Summary

The Customer Experience Specialist serves as a key point of contact for customers and is responsible for delivering consistent, high-quality, world-class customer service that supports customer requirements and business objectives.

This role requires excellent communication skills, a customer-centric mindset, and the ability to work collaboratively across functions. The successful candidate will be able to perform effectively in a fast-paced environment, manage multiple priorities, and remain calm and professional under pressure. A strong understanding of customer service processes, order management, logistics, and international trade requirements is essential.

Key Responsibilities

Customer and Order Management

• Create and maintain customer master records in SAP, ensuring data accuracy and compliance with company standards.
• Process customer orders accurately and in a timely manner, maintaining complete records for audit purposes.
• Monitor order status and proactively manage customer expectations regarding delivery schedules.
• Handle customer inquiries via phone, email, and other communication channels in a professional and timely manner.
• Investigate and resolve customer issues, including order discrepancies, delivery concerns, and complaints. Register and track complaints in SFDC and other applicable systems.

Logistics and Delivery Coordination

• Coordinate with manufacturing sites to monitor production and shipment schedules, ensuring on-time delivery performance.
• Work closely with logistics service providers, freight forwarders, and carriers to facilitate seamless shipments and deliveries.
• International order processing, import/export coordination experience is a plus

Billing and Administration

• Generate invoices, credit notes, and debit notes in accordance with company policies and procedures.
• Provide administrative support, including document preparation, invoice distribution, record maintenance, and audit support.
• Serve as the primary contact for customer service and order management audit inquiries.

Cross-Functional Collaboration

• Support Sales and Marketing teams with sample order processing and shipment coordination.
• Build and maintain strong relationships with customers and internal stakeholders.
• Collaborate effectively with Supply Chain, Logistics, Finance, Sales, Regulatory, and Manufacturing teams to ensure an exceptional customer experience.

Qualifications

• Bachelor's degree in Business, Supply Chain, Logistics, International Trade, or a related field, or equivalent practical experience.
• Minimum 3-5 years of experience in Customer Service, Customer Experience, Order Management, or Supply Chain Operations within a B2B environment.
• Experience in the chemical, electronic materials, manufacturing, or related industry is preferred.
• Strong knowledge of domestic and international shipping processes and requirements.

Skills and Competencies

• Native-level Japanese and business-fluent English, both written and spoken.
• Strong understanding of international order processing, logistics operations, and supply chain processes.
• Familiarity with Incoterms and global trade practices.
• Proficiency in Microsoft Office applications, particularly Excel, Outlook, and Word.
• Experience with SAP or other ERP systems preferred.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent interpersonal and communication skills.
• Customer-focused, responsive, and service-oriented approach.
• Ability to manage multiple priorities in a fast-paced environment.
• Proactive, organized, and capable of working independently.
• Strong team player who is open to feedback and collaboration.
• Flexible, self-motivated, and able to adapt to changing business needs.
• Resilient under pressure and able to maintain a positive attitude in challenging situations.