Customer Service Advisor

　　Location Tokyo, Tokyo, Japan

　　Job ID 0000013211

　　Category Supply Chain

　　Job Description

　　Do you love to analyze data and have an overview of order management to ensure that millions of children get their hands on their favourite LEGO® sets?

　　Come join the fun-loving team if you love working in a creative and collaborative team!

　　Core Responsibilities

　　Customer Service Advisor is part of Market Operation team in LEGO Japan. The key areas of responsibilities are prioritizing and processing customer orders in a timely and accurate manner, driving high order fill rates and greatest customer satisfaction. Customer Service Advisor provides support to the impactful Market Operations team through high collaboration and attention to details.

　　Order Management (40%)

　　Orders processing and customer service

　　Fully understand and work within each customers’ specific order processing framework to ensure customer’s orders are processed in the most efficient manner

　　Orders received via fax/email/phone/download are entered or uploaded into SAP within expected timeframe

　　Answer customer inquiries in order to enhance customer satisfaction levels

　　Business-to-Business ordering support as required

　　Electronic Order Processing and accurately process EDI orders electronically

　　Ensure that all electronic messages are generated optimally (POA, POC, ASN, INVOIC)

　　Communicate and correct any error that may occur due to inconsistencies between customer and The LEGO systems

　　Manage holding orders “quotations”, proactively following up due quotes and variances

　　Reverse logistics, create return orders, assist with return logistics enquiries, beneficial Services

　　Implement customer specific tasks (end of month reconciliation, palletization schematics preparation)

　　CST and Masterdata (40%)

　　Weekly Customer Sales Tracking (CST) upload and management

　　Customer registration (on demand)

　　Monthly product registration and monthly order sheet update

　　Ad hoc Reporting and presentations (10%)

　　Examine and report customers fill rates, suggest improvements

　　Communicating MTD plan and gap to plan overview

　　Reporting preparations for actual analysis and planning base file

　　Continuous Improvements (10%)

　　Analyze internal collaborator’s and external customer’s needs to improve on order management processes

　　Support the LEGO customer value proposition in providing “excellent customer service” to improve customer relationships; ensure best-in-class supplier planning, reporting and support

　　Invest in staying up-to-date through strong IDP (Individual Development Plan) to maximise your career potential within the organization

　　Play your part in our team succeeding!

　　LEGO Japan is the sales organization of The LEGO Group that is responsible for sales activities in Japan Market. The size of the organization is approximately 60 including temporally workers. Market Operations team in Japan consists of 2 teams; Demand Planning and Order Management, and Customer Service Advisor position sits under Order Management team.

　　The teams cover comprehensive services on customer orders.

　　The primary functions of Order Management team in Market Operations for Japan are;

　　Prioritising and processing customer orders and Consumer Sales reporting in a timely and accurate manner Driving high order fill rates, retail instock, as well as providing high quality order management process with the greatest customer satisfaction Driving consumer sales and selling in activities with Sales team by providing timely order/stock analysis.

　　Do you have what it takes:

　　University degree or equivalent experience

　　Customer Service, FMCG, Freight Forwarding, Import/Export or third-party logistics background preferred

　　2+ years working experience in order entry, order management, supply management, and customer service in multi-national corporation

　　2+ years experience working in cross-functional environment, and proven track record in MNC (working experience in cross-border organization)

　　High Problem solving skills, and ability to adjust priorities

　　Strong communication skills, has to be fluent in spoken and written English

　　Proficient in SAP, Oracle, Excel, Word and PowerPoint.

　　Self starter and willing to collaborate

　　Fluency of Japanese and business level fluency in both written and oral English

　　Strong communication and collaborator management skills.

　　Ability to work independently and to collaborate within a team

　　Resilience and perseverance

　　Flexible and adaptable

　　Takes own initiative in making recommendations

　　Cross functional and cross cultural interest

　　#LI-FH1

　　What’s in it for you?

　　Here are some of what to expect:

　　Family Care Leave – We offer enhanced paid leave options for those important times.

　　Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

　　Wellness – We want you to be your best self, so you'll have access to the Headspace App and lots of wellbeing initiatives and programmes run by local teams where you are based.

　　Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.

　　Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.

　　Your workplace –When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

　　Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

　　The LEGO Group is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g. race, colour, religion, sex, national origin, sexual orientation, disability or gender identity.

　　The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

　　Thank you for sharing our global commitment to Children’s Rights.

　　Just imagine building your dream career.

　　Then make it real.

　　Join the LEGO ® team today.