Senior Specialist I, Customer Service

Job title: Senior Specialist I, Customer Service

仕事内容

Kits & Repair Management（キットおよび修理品管理） 顧客部品、修理品、RMA（返品承認）およびサービスリクエストの処理状況を把握・管理するためのトラッキングレポートを作成する。 定期保守（PM: Preventive Maintenance）のサイクルおよびサービス需要に基づき、保守キットのスケジュールを策定・維持する。 PM活動に関する正確なレポート作成を行い、社内関係部門、外部ベンダー、および顧客との情報共有を確実に実施する。

Order Fulfillment（受注・納品管理） SAP上で売上注文（Sales Order）および各種レポートを正確に作成・管理する。 実在庫とシステム在庫の差異について、プランナーおよび物流チームと連携し、保守キット単位での在庫整合性を維持する。

Cross-Functional Coordination（部門横断的な調整業務） ビジネスデベロップメントおよびアカウントチームと連携し、保守部品に関する顧客サービスレベル契約（SLA）の内容を確認・調整し、それに沿った業務を遂行する。 フィールドサービスエンジニア、プランナー、バイヤー、需要予測担当（Forecaster）、物流部門間の主要な窓口として、円滑なオペレーションを推進する。 グローバルオペレーション目標との整合を図るため、地域横断ミーティングを主体的に運営・ファシリテートする。

Customer Relationship（顧客対応・関係構築） 電話やメールを通じた顧客からの依頼や問い合わせに対し、必要に応じてエスカレーションを行いながら、迅速な解決に向けてフォローアップを実施する。 顧客の要件やビジネスニーズを深く理解し、長期的かつ良好な顧客関係を構築・維持する。

Job Responsibilities

Kits & Repair Management

• Create tracking reports to monitor the status of customer parts, repairs, RMAs, and service requests processing.
• Develop and maintain kits schedules aligned with preventive maintenance (PM) cycles and service demand.
• Ensure accurate PM (preventive maintenance) activity reporting and data sharing with internal teams, external vendors, and customers.

Order fulfilment

• Create and maintain accurate Sales Orders and Reports within SAP.
• Co-work with planner/ logistic team for kits-level discrepancies between physical and system inventory records.

Cross‑Functional Coordination

• Collaborate with business development and account teams to align on customer service level agreements for spares and execute processes accordingly.
• Act as the primary liaison among Field Service Engineers, Planners, Buyers, Forecasters, and Logistics to ensure smooth execution.
• Independently facilitate cross-regional meetings to ensure alignment on global operation goals.

Customer Relationship

• Proactively escalate and follow up on customer requests via phone & email to ensure timely resolution.
• Cultivate a deep understanding of customer requirements and build strong customer relationships.

Job Requirements

• Bachelor’s degree in Supply Chain, Business, or a related field

• Above 6-8 years of experience in customer service, order fulfillment, material planning, or supply chain

• Experience in managing Spares, Customer Fulfillment, and Logistics operations is preferred

• Structured and collaborative problem-solving skills leveraging analytics

• Experience in working with SAP and Microsoft Office (Excel, Word, PowerPoint)

• Excellent communication skills, including professional English and Japan proficiency (written and spoken) to support global collaboration

• What sets you apart

• Proactive Ownership: You don't just wait for instructions; you identify gaps and take the lead in closing them.

• Analytical Edge: You have a "knack" for numbers and can tell a story through data to influence decision-making.

• Global Mindset: You are comfortable working across time zones and enjoy the challenge of coordinating with diverse teams.

• Adaptability: You thrive in fast-paced environments and can pivot quickly when customer priorities shift.

• We make the tech that enables the chips in devices which improve lives around the world. We do this with an eye to the future, pushing the boundaries of what’s possible through cutting-edge innovation, and driving the next wave of technological breakthroughs that shape how we live, work, and connect.

• To learn more about ASM, find us at asm.com and on LinkedIn, Facebook, Instagram, X and YouTube.

• ASM is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, age, nationality, social or ethnic origin, sexual orientation, gender, gender identify or expression, marital status, pregnancy, political affiliation, disability, genetic information, veteran status, or any other characteristic protected by law.