Customer Service Representative

Job description

Primary Function of Position The Customer Service Representative 2 is responsible for delivering accurate, timely, and compliant customer service operations while supporting a positive customer experience. In addition to executing daily operational activities, this role is expected to identify opportunities for improvement, simplify, existing processes, and contribute to automation, standardization, and digital transformation initiatives.

The success candidate demonstrates curiosity, critical thinking, earning agility, and a willingness to challenge existing ways of working constructively. This role collaborates across functions and regions to support scalable business processes while maintaining compliance with regulatory and quality requirements.

Essential Job Duties

Customer Support & Operational Excellence

• Process customer orders,returns,credits, complaints, and inquiries accurately and in accordance with company policies and regulatory requirements.
• Deliver professional and timely support to both internal and external customers.
• Execute SAP, SFDC, and related business system transactions accurately.
• Monitor orders processing activities and resolve operational exceptions.
• Register and receive defective products, verify their contents, and provide guidance to 3PL partners when necessary.
• Coordinate surgeon training schedules with the Customer Training and Commercial teams.

Continuous Improvement & Innovation

• Identify inefficiencies, recurring issues, and opportunities to improve operational processes.
• Participate in business process improvement, automation, and digital transformation initiatives.
• Contribute ideas that improve customer experience, quality, compliance, and operational efficiency.
• Support implementation and adoption of new technologies, systems, AI tools, and automation solutions.
• Use data and KPIs to understand operational performance and identify improvement opportunities.

Collaboration & Knowledge Sharing

• Build effective working relationships across functions and regions
• Support knowledge sharing, process documentation, and standardization activities.
• Contribute positively to team discussions and continuous improvement effors.
• Support onboarding and training activities when required.

Compliance & Quality

• Follow all applicable regurations. Quality Management System requirements, and company policies
• Ensure compliance with Phamaceutical and Medical Device Act requirements, SOX controls, and other applicable procedures.
• Identify and appropriately escalate quality or compliance concerns
• Support maintenance of controlled documentation and process standards.

Qualifications

Core Competencies

• Strong attention to detail and commitment to quality.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong communication and interpersonal skills.
• Customer-focused mindset.
• Ability to work effectively both independently and as part of a team.

Learning Agility & Adaptability

• Demonstrates curiosity and a desire to understand the purpose behind business processes.
• Enjoy learning new technologies , systems and ways of working.
• Adapts effectively to changing business needs and priorities.
• Open to feedback and continuously seeks opportunities for personal growth.
• Demonstrates a positive attitude toward change.

Communication & Collaboration

• Ablity to clearly articulate ideas, observations , and recommendations.
• Works effectively with stakeholders from different functions and backgrounds.
• Able to communicate issues and solutions in a structured and understandable manner.

Experience

• 2-4years of experience in Customer Service , Operations, Supply Chain, or a related field.
• Experience using ERP, Sales Force or similar business systems.
• Proficiency in Microsoft office applications.
• Native-level Japanese proficiency.
• Basic business English communication skills or willingness to develop them.

Required Education and Training

• Bachelor’s degree preferred but not required.
• Equivalent experience will be considered.

Preferred Skills and Experience

• Experience in the medical device, healthcare, pharmaceutical, or other regulated industries.
• Experience participating in process improvement initiatives.
• Experience using Power Platform tools(Power Automate, Power Apps) or Tableau
• Experience utilizing AI tools to improve productivity or business processes.
• Lean Six Sigma knowledge or certification (Yellow Belt or above)
• Experience working with international teams
• TOEIC 700+ or equivalent English proficiency.