Customer Experience Specialist (Japanese speaking)

About this Position: Accountable for the service delivery management, ensuring agility and reliability, supporting an amazing customer experience. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.

What you´ll do

1. Accountable for complex decision related to service delivery activities without direct customer interaction, adopting a customer centricity mindset within day-to-day interactions with stakeholders (set and meet expectations, stress-free experience, maintain a positive & professional demeanor).
2. Delivery Management: Responsible for delivery creation (automated and manual), modification and monitoring (daily delivery block checks and work on incomplete deliveries/error logs). Orchestrate and prioritize customer needs vs. Supply Chain capabilities to fulfill incoming customer and intercompany orders, while minimizing costs.
3. Voice of Customer: Contribute to the understanding of customer segments, trends, needs, and expectations by analyzing customer feedback (internal/external). Build customer trust & relationships by providing relevant and accurate service delivery information to the CSX team to ensure superior customer experience and error-free management.
4. Customer Relationship Management (CRM) Data: Enter relevant information into the customer relationship management system after each contact with the relevant team responsible to solve a customer request or issue and to ensure that the organization has quality data to enable effective customer retention and business development activities. Schedule follow-up actions.
5. Customer Service Experience Operations: Provide quality service to customers indirectly, supporting the identification of opportunities to secure new business or support retention. Responsibilities may include resolving supply chain/customer issues and/or providing/managing data. Prioritize cases based on customer segmentation/delivery priority rules & SBU policies, where needed.
6. Collaboration: Close collaboration with internal/external partners/functions (Customer Service Experience, Center of Excellence, Supply Chain, IT support), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities; monitor and ensure delivery of other functions' commitments.
7. Customer Experience Implementation: Support the implementation of differentiating customer experience initiatives, tools, and processes, including customer experience testing via CSX organization.
8. Continuous Improvement: Contribute actively to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
9. Performance Management: Prioritize own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use KPI’s, performance management systems, and reports to improve personal performance.
10. Supporting Systems: Utilize customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).
11. Time Management & Activities Planning: Plan own activities according to demand to ensure business continuity, enhance efficiencies, and improve customer satisfaction.
12. Compliance: Comply with the company's Corporate Standards, Global SHE, and Sustainability requirements.