Customer Service Representative
Job Summary
The Customer Service Representative serves as the primary contact for B2B and DTC accounts, managing the end-to-end 'Quote-to-Cash' process. Responsibilities include order management, invoicing compliance, and providing high-level support to retailers and individual golfers. The role requires meticulous attention to detail to ensure custom putter specifications are processed accurately.
Responsibilities
- Manage B2B and DTC order fulfillment
- Process invoices in compliance with tax laws
- Provide premium support to retailers and consumers
- Handle returns, warranties, and complaints
- Maintain NetSuite master data accuracy
Required Skills
- Native Japanese proficiency
- 3+ years in B2B/B2C customer service
- NetSuite ERP experience
- Strong attention to detail
- Emotional intelligence for conflict resolution
Job Details
Role Overview: The Customer Service Representative (CSR) is the primary internal point of contact for both our B2B wholesale accounts and our Direct-to-Consumer (DTC) online customers. This is a high-responsibility operational role focused on the 'Quote-to-Cash' process across multiple channels. You will ensure that every order—whether a bulk shipment for a national retailer or a single custom putter for an individual golfer—is processed accurately, invoiced correctly, and delivered with excellence.
Key Responsibilities:
1. Multi-Channel Order Management
• Wholesale (B2B): Input and manage bulk orders for major accounts (e.g., Alpen, Xebio, etc.) in NetSuite. Coordinate with the SCM Manager on inventory availability and delivery timelines.
• DTC (B2C): Oversee the flow of individual orders from the e-commerce platform into NetSuite. Verify shipping addresses and ensure 'pick-and-pack' instructions for the 3PL are accurate for individual home delivery.
• Invoicing: Issue 'Qualified Invoices' for B2B accounts and ensure digital receipts/invoices are correctly generated for DTC consumers in compliance with Japanese tax laws.
2. Frontline Account & Consumer Support
• B2B Support: Answer retailer inquiries regarding product specs, real-time stock levels, and dealer pricing.
• DTC Support: Provide premium support to individual golfers via email, phone, or chat. Handle questions about order status, custom specs, and delivery ETAs.
• Returns & Warranties: Manage the end-to-end return process for both channels. For DTC, this includes coordinating consumer exchanges and 'satisfaction guarantee' claims.
3. Conflict Resolution & Reputation Management
• Complaint Handling: Act as the first line of defense for all complaints. Use a 'service-minded' approach to smooth over shipping delays or product issues before they escalate.
• Master Data Support: Support the SCM Manager by flagging errors in customer records, shipping data, or product descriptions in NetSuite.
Job Requirements:
• Experience: Minimum 3 years in B2B/B2C Customer Service or Sales Support. Experience in the premium golf or luxury consumer goods industry is highly preferred.
• Technical: NetSuite (ERP) experience is highly valued. Familiarity with e-commerce platforms (e.g., Shopify) is a plus.
• Language: Native-level Japanese (written and spoken) is mandatory. Ability to maintain a professional, polite, and service-oriented tone at all times.
• Soft Skills: Emotional Intelligence (ability to de-escalate calls), Meticulousness (precision in entering custom specs), Proactive (positive attitude and cross-departmental coordination).