Logistic Service Representative III Japanese

Job Overview

The Logistic Service Representative III will support Reverse Logistics and/or Customer Experience Programs requiring client system access. He/she will work in one of the following area: building/processing orders, dispatching Techs and/or parts, Triage and quota management. The Logistic Service Representative III supports the spare parts planning function of a major clients warranty exchange program and does this through professional communications, both to and from customers on behalf of OPT’s clients. The Logistic Service Representative III supports the Company’s processes through professional communications, both to and from customers, on behalf of OnProcess Technology’s clients. As a result of customer contact, he/she updates the Company database with all appropriate information. The Logistic Service Representative III supports all quality assurance efforts and Program criteria. This is a work from home position.

 

Responsibilities and Duties

Responsibilities
• Perform/handle outbound or inbound customer and/or client communications
• Advise customers on behalf of OnProcess Technology’s clients
• Interact with customers via various methods of communication
• Handle all return material authorization requests in support of customers that require replacement/repair of client’s products
• Utilize clients third parties to provide the entitled service
• Follow detailed instructions as outlined in Company documents
• For service level agreement in jeopardy, follow established escalation rules
• Resolve customer complaints and escalations
• Update customer as the service request progresses
• Complete all the required date entry and close any case which has been opened via a direct
request with the customer’s agreement
• Resolve Tier 1 customer escalations
• Manage all calls according to the service level, assuring key time frames are met
• Update applicable Program Database(s) accurately
• Appropriately handle challenging and unique customer situations in accordance with OnProcess policies
• Identify and escalate data or program specific issues to appropriate level of management
• Meet or exceed OnProcess Technology’s key performance standards and quality objectives
• Work as an integral part of the Delivery Services team; contributing to the department’s ability to consistently meet and exceed Contact Center performance goals
• May be responsible for multiple programs and working cross-functionally through programs
• Ad hoc duties and special projects

Qualifications
* Must be Bilingual in English and Japanese to be considered and live in the U.S.
• Have a distraction free, work from home environment
• Previous customer service experience within a Contact Center
• Previous technical experience and experience in supply chain management
• High School Diploma or equivalent
• Attention to detail and accuracy
• Multi-tasking skills including the ability to toggle between multiple computer windows
• Strong written, verbal and interpersonal communication skills
• Meet certification requirements
• Ability to maintain confidentiality
• Familiarity with or an ability to understand and utilize a database and Microsoft Office programs

PHYSICAL DEMANDS / WORK ENVIRONMENT
• Daily operation of various office based equipment: fax machine, telephone & voice mail operating system. Desktop/laptop computer and e-mail system
• May be required to sit or stand (presentations/meetings) for extended periods of time
• May spend extended periods operating desktop computer, requiring hand-eye coordination and finger dexterity; and communicating face-to-face, on the telephone and in writing

 

Education Requirements

High School or equivalent

 

Experience Requirements

1+ year

  

About OnProcess

OnProcess is on a mission – to transform and drive the world’s circular service supply chains – for brilliant customer experiences, efficiencies at the speed of digital, and more sustainable ‘circular economy’ processes.
At OnProcess, we encourage a collective sense of engagement, affirmation and belonging, where everyone is proud to be a member of our company. As a global business, we recognize our ability to understand, embrace and operate in a multicultural world – both in the marketplace and in the workplace – is critical to our long-term sustainability. That’s why we are committed to a company-wide culture that understands that diversity, equity, and inclusion is essential.