Senior Customer Service Specialist

Changing lives. Building Careers.

Joining us is a chance for you to do important work that creates change and shapes the future of healthcare. Thinking differently is what we do best. To us, change equals opportunity. Every day, more than 4,000 of us are challenging what’s possible and making headway to help improve outcomes.

SUMMARY DESCRIPTION

This position provides customer service to our customers in Japan.  The successful candidate will be able to accept ownership for effectively processing orders and responding to customer inquiries in a timely manner and delivering a world-class customer experience.  Start date for this role is expected to be in January 2027.

SUPERVISION RECEIVED

This position is under the direct supervision of the Manager, Customer Service.

SUPERVISION EXERCISED

None

ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

- Responsible for ensuring all orders received by fax, email, EDI, or other sources are processed and acknowledged accurately and promptly upon receipt.
- Ensure that all customer inquiries, including but not limited to, order status, inventory availability, delivery information, pricing and invoices are resolved satisfactorily; Provide accurate, valid and complete information using the appropriate methods/tools; Track and manage the interactions with the customers from every channel.
- Identify customer’s needs and provide basic to moderately complex support; Identify and solve problems using available resources.
- Ensure order processing holds are addressed in a timely manner.
- Proactively communicate product availability to customer; Manage backorders, where required.
- Create and distribute daily sales invoices.
- Process requests for copies of invoices.
- Provide support to the sales team: pricing, product samples, customer call, customer account creation.
- Liaise with other departments to resolve customer inquiries.
- Ensure daily, weekly and monthly reporting is carried out as per business requirements.
- Provide feedback on a daily basis to the team leader / supervisor.
- Actively engage in projects to improve service levels.
- Perform other related duties as assigned by management.
- Monitor / Take corrective actions of any errors on Oracle System and EDI.
- Accumulate / analyze call data for improving CS service.
- Build FAQs to standardize CS operation.
- Create operation dashboard to visualize / improve the operation.

DESIRED MINIMUM QUALIFICATIONS

The requirements listed below are representative of the knowledge, skill and/or ability required for this position.

Education :

- High school diploma / Associates Degree or higher

Experience :

- A minimum of one to three years related experience and/or training in Customer Service.
- Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred
- Previous experience in IT field preferred

Skills:

- Native speaker level of Japanese. Ability to read and write in English and conversational level of English speaking is required to join international project.
- Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes.
- Clearly understanding needs and requirements of dealers and hospitals.
- Strongly establishing human network internally and externally for system implementation and operation improvement.
- Passion for customers and delivering a world-class service experience.
- Demonstrated critical thinking, problem solving and analytical skills.
- Sense of urgency and proven ability to work under pressure.
- Attention to detail and strong organizational skills.
- Must be able to give and welcome constructive feedback; contribute to building a positive team spirit and friendly and engaging work environment.
- Understanding of Order to Cash process and related systems…Oracle, SalesForce.com, EDI, Call System experience required.

- Excel’s Formula
- People Management
- Leadership skill
- Negotiation sill

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TOOLS AND EQUIPMENT USED

Ability to utilize a computer, telephone, fax and copy machine as well as other general office equipment. Strong computer skills are required.

PHYSICAL REQUIREMENTS

The physical requirements listed in this section include, but are not limited, to the motor/physical abilities and skills require of position in order to successfully undertake the essential duties and responsibilities of this position.

While undertaking the essential duties and responsibilities of the position, the employee must repeatedly sit, listen, speak, type and move throughout the facility.  Must be capable of using a keyboard for computer purposes.

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ADVERSE WORKING CONDITIONS

There are no adverse working conditions associated with this position.

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SELECTION GUIDELINES

Formal application, rating of education and experience; oral interview and reference check; job related tests may be required

DISCLAIMER

The duties listed above are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

The job description does not constitute and employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Unsolicited Agency Submission

Integra LifeSciences does not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. A formal written agreement is required before engaging any agency, and it must be executed and authorized by the Vice President, Talent Acquisition. Where agency agreements are in place, introductions (the initial sharing of a candidate’s name, resume, or background) are position-specific and may only occur within the scope of that approved agreement. Please, no phone calls or emails.