The Client Service Associate is responsible for providing customer care to Sensitech’s client base.  The service-oriented Associate will use their analytical thinking skills to provide a high level of service to our Food, Consumer & Industrial, and Life Science customers. Success in this position will require relationship building with external customers and internal cross-functional teams. This role has the following responsibilities:

Duties include, but are not limited to:

• Account Set Up & Management relating to:

  • Customer Relationship Management & ERP database maintenance.

  • Coordinate with Sales, Finance, and customer to enter appropriate account information. Follow screening process for new accounts.

• Order Support

  • Prepare quotes based on customer request.

  • Enter Order into ERP system and collaborate with Operations department to source product.

  • Respond to customer enquiries received via emails, and cases within the allocated first response and resolution time.

  • Phone support – field inbound calls regarding customer inquiries and orders.

  • Purchase Order/Contract review; order qualification and processing; post sales follow up; customer and program engagement; coordination with Sales, Professional Services and Supply Chain departments.

  • Collaborate with Supply Chain/Inventory, Programming, Shipping, and Finance departments to ensure on time deliveries and consistent customer communication.

• Customer & Product Support

  • Troubleshoot logistic, product and procedural issues.

  • Act as a customer advocate to ensure timely delivery and engage in customer complaint process.

  • Actively participate with Client Services team to establish processes and improve efficiency.

  • Prepare daily Sales Reports regarding open/shipped and backlog orders.

• Proactive Outbound Follow Up Communication

  • Support program/project compliance

  • Prepare data of shipped orders with contact information and send for transactional survey on a weekly basis.

  • Revenue generating calls to existing customers (relationship calls)

  • Information gathering.  The ability to talk to our customers and learn about their business.

  • Lead qualification and follow up with Sales.

  • Return Materials Authorization for post-sale services.

• General administrative tasks. Office management related activities.

·       Complete projects with little supervision and/or direction.

·       Other tasks as assigned.

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QUALIFICATIONS

• Bachelor’s degree/Diploma or work related experience

• Minimum 2 years of experience in Client/Customer Service role or similar

• Salesforce, SAP and other ERP system knowledge desired

• Excellent verbal and written communication in Japanese language required to clearly convey ideas, concepts, and processes that are tailored to the audience.

• Cultural awareness and acceptance

• Desire to grow within department

• Attention to detail.

• Adaptable and accepting of change

• Desire to grow within department

• Language: Intermediate English and native Japanese, both written and spoken.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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