About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Description</b></H2> </div><div><p>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.</p> <p>This role will oversee order management, customer service, and sales operations support, ensuring accurate processing and coordination with stakeholders.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Responsibilities</b></H2> </div><div><ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Order Management & Customer Service</strong></li> </ul> <ul> <li style="list-style:none;font-family:arial, helvetica, sans-serif;font-size:10.0pt"> <ol style="list-style-type:lower-alpha"> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Manage customer orders, invoices, and inquiries within a 48-hour SLA, ensuring accuracy and timely acknowledgment</li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Identify and resolve order discrepancies, delays, damages, and risks through coordination with Sales and customers</li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Validate product availability, packaging requirements, and Letter of Credit compliance</li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Monitor shipments and issue order confirmations promptly</li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Ensure timely delivery of accurate shipping documents</li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Handles sample requests from business units</li> </ol> </li> </ul> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Local warehouse and liaison</strong></li> </ul> <ul> <li style="list-style:none;font-family:arial, helvetica, sans-serif;font-size:10.0pt"> <ol style="list-style-type:lower-alpha"> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Oversee local stock levels and replenishment, including issuing SAP purchase orders to supply plants</li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Facilitate the importation of local stocks into Japan, including customs clearance</li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Oversee import duty payments and ensure compliance with local regulations</li> </ol> </li> </ul> <ul> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt"><strong>Sales Support</strong></li> </ul> <ul> <li style="list-style:none;font-family:arial, helvetica, sans-serif;font-size:10.0pt"> <ol style="list-style-type:lower-alpha"> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Support sales forecasting, inventory planning, and monthly reporting, including payment tracking</li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">POS reporting on Orders deviations</li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Manage agent commissions</li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Handle raw material and finished goods procurement, including shipment coordination and SAP transactions</li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Validate tolling invoices and tolling reports, ensuring financial accuracy and resolving discrepancies</li> <li style="font-family:arial, helvetica, sans-serif;font-size:10.0pt">Collaborate with Sales, Finance, and partners, and participate in product development and business review meetings</li> </ol> </li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Required Qualifications</b></H2> </div><div><ul> <li style="line-height:normal;font-size:10.0pt;font-family:arial, helvetica, sans-serif;text-indent:10.0px">Bachelor’s degree (or above) in business or supply chain-related field</li> <li style="line-height:normal;font-size:10.0pt;font-family:arial, helvetica, sans-serif;text-indent:10.0px">Above 5 years of working experience in customer service, order fulfillment and order processing</li> <li style="line-height:normal;font-size:10.0pt;font-family:arial, helvetica, sans-serif;text-indent:10.0px">Detailed oriented, demonstrated ability to meet tight deadlines and manage multiple tasks</li> <li style="line-height:normal;font-size:10.0pt;font-family:arial, helvetica, sans-serif;text-indent:10.0px">Team player who will share the workload when needed as a team</li> <li style="line-height:normal;font-size:10.0pt;font-family:arial, helvetica, sans-serif;text-indent:10.0px">Strong interpersonal skills. Able to communicate at all levels in the organization and across functions</li> <li style="line-height:normal;font-size:10.0pt;font-family:arial, helvetica, sans-serif;text-indent:10.0px">Proficient with the Microsoft Office® and SAP for Order Processing</li> <li style="line-height:normal;font-size:10.0pt;font-family:arial, helvetica, sans-serif;text-indent:10.0px">Good communication skills including both oral and written fluency in English and Japanese</li> <li style="line-height:normal;font-size:10.0pt;font-family:arial, helvetica, sans-serif;text-indent:10.0px">Ability to work under pressure during month-end datelines</li> <li style="line-height:normal;font-size:10.0pt;font-family:arial, helvetica, sans-serif;text-indent:10.0px">Understanding import customs procedures and payment process</li> <li style="line-height:normal;font-size:10.0pt;font-family:arial, helvetica, sans-serif;text-indent:10.0px">Understanding of banking processes related to documentation submission</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Preferred Qualifications</b></H2> </div><div><ul style="margin-top:0.0cm;margin-bottom:0.0cm"> <li style="margin:0.0cm 0.0cm 0.0cm 10.0px;line-height:normal;font-size:10.0pt;font-family:arial, helvetica, sans-serif;text-indent:10.0px">Supply chain or similar certification preferred</li> </ul></div></div></div>