Customer Support Representative

企業概要

Intuitiveでは、果たすべき使命に向けて皆で団結して取り組みます。当社は、低侵襲治療は生活をより豊かにする治療であると考えています。独創性とインテリジェントなテクノロジーを通じて医師の潜在能力を広げ、制約なく治療できるようにします。

私たちは、ロボット支援手術におけるパイオニアであり市場リーダーとして、インクルーシブで多様性のあるチームの育成に努め、変化を生み出すことに尽力しています。25年以上にわたり、世界中の病院や医療チームと協力して、ヘルスケアのいくつかの最も困難な課題の解決を支援し、可能なことを前に進めてきました。

Intuitiveは、さまざまなバックグラウンドを持つ優秀な人材の努力によって成り立っています。優れたアイデアはどこからでも得られると信じ、私たちは、思考の多様性と相互の尊重に根差したインクルーシブな文化の醸成に努めます。また、包摂性（インクルージョン）を持ってチームメンバーを指導し、ありのままの自分で最高の仕事ができるよう力づけます。

変化を生み出すことを望む情熱的な人々が、当社の文化の原動力となっています。私たちのチームメンバーは、誠実さを重視し、高い学習能力と物事をやり遂げるエネルギーを持ち、当社が新しい考え方ができるよう多様な実体験をもたらします。私たちは、チームメンバーが引き続き当社の使命を遂行し、最大限の可能性を実現できるよう、積極的に投資して彼らの長期的な成長をサポートします。

医療従事者と患者さんのグローバルなコミュニティを目指して大きく躍進しようと尽力しているチームの一員になってください。一緒に、低侵襲治療の向上に取り組みましょう。

求人内容

Position Summary

Use company systems effectively and accurately to process customer orders, product complaints, or various debit/credit orders and to answer internal and external customer inquiries as a professional in our call center. Work closely with other teams such as Sales, Technical Support, Field Service, and SCM to accomplish department/company objectives. This role will support various customer training processes and the complaint handling process using business systems SFDC, SAP CRM, and other applications. Lead and participate in projects using experience and knowledge of local laws and regulations (i.e., Pharmaceutical and Medical Device Act and SOX) and process improvement methodologies (i.e., lean Six Sigma, or change management). Perform training, coaching, and onboarding of newly hired customer support staff and supervise temporary staff when necessary.

資格

Roles and Responsibilities

• Demonstrate proficiency across all customer support tasks and expertise on two or more customer support workflows with the ability to monitor and ensure the quality of customer support operations.
• Understand and perform processes based on training, work instructions, and manual in a standardized manner and support updates as needed.
• Measure and analyze process performance on KPIs to discover issues or opportunities.
• Lead and participate in process improvement/system enhancement projects and ensure timely updates of QMS documents or manuals as a subject matter expert.
• Manage various audit activities with the direct report and others.
• Ensure that customer calls are handled speedily, fully, and professionally while processing routine tasks such as processing FAX orders using SAP.
• Handle exceptional requests by getting the necessary support from another team including specialists in US headquarters.
• By using SAP, process FAX orders or internal sales orders in a timely manner with accuracy.
• Monitor EDI orders and take necessary action to process the order with complex/basic errors.
• Process delivery fee orders, training orders, excess return credit, and defect return credit, system/upgrade orders, and others in SAP.
• Supporting management and coordinating activities over the process.
• Support other customer support members’ tasks as needed.
• Monitor customer support staffs’ performance and provide learning or coaching suggestions to the direct report.
• Other tasks and responsibilities assigned by the Manager.

Skill/Job Requirements

• 4-5 years’ experience in Customer Service, preferably in the medical device industry
• PC skills: MS Office, ERP(preferably SAP/SFDC),Tableau.
• Phone contact handling skills and active listening skills
• English business reading, writing and speaking ability and basic conversation ability to be able to work on a project with staff from overseas. Japanese native level, required
• TOEIC 800 point or above preferred
• Ability to remain calm and courteous when handling high escalation calls
• Ability to multi-task, prioritize and manage time effectively
• A mindset that is always eager to learn new technologies and tools, take on new challenges and Influence on the team.

その他の情報

当社は、法令に従い、全ての応募者について、その適性と能力のみを基準として公正に採用選考を行います。