Customer Service Representative

Customer Service Representative

Tokyo, JAPAN, Japan

Not Remote

Customer Support & Training

JOB219859

Company Description

Job Description

Primary Function of Position

The Customer Service Representative 2 is responsible for delivering accurate, timely, and compliant customer service operations while supporting a positive customer experience. In addition to executing daily operational activities, this role is expected to identify opportunities for improvement, simplify, existing processes, and contribute to automation, standardization, and digital transformation initiatives. The success candidate demonstrates curiosity, critical thinking, earning agility, and a willingness to challenge existing ways of working constructively. This role collaborates across functions and regions to support scalable business processes while maintaining compliance with regulatory and quality requirements.

Essential Job Duties

Customer Support & Operational Excellence

• Process customer orders,returns,credits, complaints, and inquiries accurately and in accordance with company policies and regulatory requirements.
• Deliver professional and timely support to both internal and external customers.
• Execute SAP, SFDC, and related business system transactions accurately.
• Monitor orders processing activities and resolve operational exceptions.
• Register and receive defective products, verify their contents, and provide guidance to 3PL partners when necessary.
• Coordinate surgeon training schedules with the Customer Training and Commercial teams.

Continuous Improvement & Innovation

• Identify inefficiencies, recurring issues, and opportunities to improve operational processes.
• Participate in business process improvement, automation, and digital transformation initiatives.
• Contribute ideas that improve customer experience, quality, compliance, and operational efficiency.
• Support implementation and adoption of new technologies, systems, AI tools, and automation solutions.
• Use data and KPIs to understand operational performance and identify improvement opportunities.

Collaboration & Knowledge Sharing

• Build effective working relationships across functions and regions
• Support knowledge sharing, process documentation, and standardization activities.
• Contribute positively to team discussions and continuous improvement effors.
• Support onboarding and training activities when required.

Compliance & Quality

• Follow all applicable regurations. Quality Management System requirements, and company policies
• Ensure compliance with Phamaceutical and Medical Device Act requirements, SOX controls, and other applicable procedures.
• Identify and appropriately escalate quality or compliance concerns
• Support maintenance of controlled documentation and process standards.

Qualifications

• Required Skills and Experience

• Core Competencies

• Strong attention to detail and commitment to quality.

• Ability to manage multiple priorities in a fast-paced environment.

• Strong communication and interpersonal skills.

• Customer-focused mindset.

• Ability to work effectively both independently and as part of a team.

• Learning Agility & Adaptability

• Demonstrates curiosity and a desire to understand the purpose behind business processes.

• Enjoy learning new technologies , systems and ways of working.

• Adapts effectively to changing business needs and priorities.

• Open to feedback and continuously seeks opportunities for personal growth.

• Demonstrates a positive attitude toward change.

• Communication & Collaboration

• Ablity to clearly articulate ideas, observations , and recommendations.

• Works effectively with stakeholders from different functions and backgrounds.

• Able to communicate issues and solutions in a structured and understandable manner.

Experience

• 2-4years of experience in Customer Service , Operations, Supply Chain, or a related field.

• Experience using ERP, Sales Force or similar business systems.

• Proficiency in Microsoft office applications.

• Native-level Japanese proficiency.

• Basic business English communication skills or willingness to develop them.

• Required Education and Training

• Bachelor’s degree preferred but not required.

• Equivalent experience will be considered.

• Preferred Skills and Experience

• Experience in the medical device, healthcare, pharmaceutical, or other regulated industries.

• Experience participating in process improvement initiatives.

• Experience using Power Platform tools(Power Automate, Power Apps) or Tableau

• Experience utilizing AI tools to improve productivity or business processes.

• Lean Six Sigma knowledge or certification (Yellow Belt or above)

• Experience working with international teams

• TOEIC 700+ or equivalent English proficiency.

• Additional Information

• 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。

• この職位は、業務上のニーズや、採用候補者の経験、知識、技能に応じて、ここに記載されている職務レベルと異なるレベルで採用される場合があります。

• 報酬は、主に採用された職務レベルと候補者の資格に基づき、適用される法律に従って決定されます。

• Open sharing options

• Save

• Saved

• Share

• Learn more about the team

• Customer Experience and Services

• Learn More

• Learn more about the location

• Japan, Tokyo Location

• Learn More

• Learn more About Intuitive

• We are proud of our work

• Our achievements have been recognized and celebrated around the world.

• Similar jobs

• Join us

• View all jobs

• Financial Analyst

• Save

• Saved

• Mexicali, MEXICO, Mexico

• Customer Service Associate - 9 months contract (German speaker)

• Save

• Saved

• Aubonne, SWITZERLAND, Switzerland

• Customer Success Program Manager

• Save

• Saved

• Brussels, BELGIUM, Belgium

• Manager, People Services

• Save

• Saved

• Peachtree Corners, GA, United States

• Important Notice to Job Seekers: Beware of Recruitment Scams

• We have been made aware of fraudulent emails and job offers being sent to candidates by individuals posing as representatives or recruiters of our company. Please be advised that we would never extend an offer of employment to anyone who has not formally submitted an application through our official careers site and completed our formal interview process.

• To protect yourself from potential scams, please ensure that any communication you receive regarding job opportunities at our company directs you to our careers site for application submission.

• The Future is Intuitive

• At Intuitive, we envision a future where care is more connected, customized, and intelligent—so the question won’t just be how long we live, but how well.

• Play with sound

• Work at Intuitive

• Our culture defines us.

• Our culture is driven by passionate people who truly want to make a difference. Learn more about our unique environment and the characteristics of people who thrive at our company.

• Learn about our culture

• Benefits

• Our benefits overview.

• We believe in supporting happy and healthy teams. As a valued team member, your benefits extend far beyond your hourly pay or salary. Learn more about our benefits and perks.

• Explore employee benefits

• Financial offerings

• We're here to support your short- and long-term goals.

• Family support

• At Intuitive, we believe in the importance of family and seek to foster a family-friendly culture.

• Healthcare plans

• Like the patients we serve, your health is also very important to us.

• Growth & development

• Your personal and professional growth and development is important to you--and to us.

• Not yet ready to apply?

• When you join our Talent Community, we‘ll keep you informed about all things Intuitive, including new job openings, employee stories, and company news. You’ll see how every day we‘re proving what‘s possible—for our careers and for minimally invasive robotic surgery.

• Join our Talent Community

• Engineering

• Ion Software Engineering

• Multiport Engineering

• Strategy and Growth (Future Forward)

• Fluorescence Imaging

• Americas

• Sunnyvale, CA

• Peachtree Corners, GA

• Blacksburg, VA

• Chapel Hill, NC

• Mexicali, Mexico

• Southaven, MS

• Toronto, Canada

• Orange, CT

• APAC

• India, Bengaluru

• South Korea, Seoul

• Singapore

• Taiwan, Taipei

• Japan, Tokyo

• Malaysia

• EMEA

• Switzerland, Aubonne

• Bulgaria

• France, Pessac

• Germany, Berlin

• Germany, Biebertal

• Germany, Emmendingen

• Germany, Freiburg

• Israel

• United Kingdom

• Italy, Milan

• Spain, Madrid and Portugal, Lisbon