Job Information
The LEGO Group Customer Service Advisor in Tokyo, Japan
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.