Customer Service Coordinator / カスタマーサービスコーディネーター

Orders & Operations Management
- Manage and maintain accurately & efficiently the order book consistently with company policy & best practices.
- Manage, prepare, and continuously improve order reports and status for customers weekly and provide visibility to customers in charge.
- Support the Customer Service Manager with reports of current and next month’s landings based on the order book and identify risk/opportunity by aligning with customers/key accounts.
- Orchestrating a cross-functional team to follow up, answer questions, and troubleshoot issues related to after-sales quality, product pricing, new import requirements, logistics and delivery status, payment status, return, and complaints management.
- Maintain customers' specific requirements and liaise with other teams and departments to ensure that such requirements are well implemented and/or to implement new ones as required.
- Manage and monitor stock allocation, chase customers' goods shipment and greenlight, minimize stock immobilization, and accelerate and optimize order to cash.
- Deliver budget objectives as well as meet customer expectations.

Drive operations excellence with internal collaboration.
- Monitor & maximize on-time delivery; proactively implement detailed & unique follow-ups on critical products and activity plans, as defined by the company and/or the customer(s).
- Contribute to continuous improvement for markets on order management, stock level optimization, allocation, logistics, invoicing, and payment.
- Work continuously with the team and stakeholders on short-term and long-term optimizations to improve service level (OTA).
- Enable efficient coordination and communication with internal parties (planning, finance, Logistics, and production/sourcing teams) and external clients, ensuring accurate and timely information, data collection flow, and upload orders.
- Being accountable for the customer order processing and execution, managing the order to invoice-related tasks, and connecting with logistics for complete execution.

- Minimum 3 years of experience in supply chain/logistics/production, with a preference for customer service in an international environment.
- Can do attitude and able to work under pressure; proactive in finding problems & proposing solutions.
- Strong analytical skills and ability to synthesize data; strong Excel skills are a must
- Lean & continuous improvements mindset
- Experience working with ERP & good appetence using enterprise systems is a must
- Experience with Salesforce is a plus
- Strong IT skills/literacy (including Microsoft Office (Excel, Word, PowerPoint)
- Hands-on and lead-by-example mentality, including manual input, willingness to get into the details, and ability to work quickly on multi-tasks