Customer Service Representative

Main Responsibilities

• Drive strong customer success and customer service culture across the organization
• Support sales teams, distributors, and healthcare providers in Japan
• Manage customer inquiries, complaints, and order fulfillment processes
• Coordinate specimen collection, shipment, and test report delivery
• Collaborate cross-functionally with operations, logistics, commercial, and global teams
• Improve operational efficiency, SOPs, and customer experience processes
• Handle multiple projects while maintaining organization and urgency
• Participate in meetings, presentations, and customer communications
• Maintain compliance with quality management systems and procedures
• Provide reliable office-based support in Tokyo with occasional travel

Required Qualifications

• Bachelor’s degree or equivalent experience
• 4+ years of customer service experience
• Fluent Japanese and business-level English reading/writing ability
• Strong customer service, order management, and data entry skills
• Advanced Microsoft Office proficiency
• Strong communication, interpersonal, and organizational skills
• Ability to multitask in a fast-paced environment
• Conflict resolution and problem-solving ability
• Professional phone and customer interaction skills
• Experience following or creating SOPs

Required / Desired Skills

• Process improvement and operational optimization experience
• Experience training customers and resolving issues
• Comfortable with new IT systems and data management tools
• Adaptable, detail-oriented, and resilient
• Strong teamwork and relationship management skills
• Passion for improving English communication skills

Preferred Experience

• Salesforce.com or similar CRM experience
• Medical/pharma/device industry experience
• Experience improving operational workflows and procedures