Customer Support Specialist III, Screening Japan Job at Exact Sciences (Tokyo)

Job Description

The Customer Support Specialist III, Screening - Japan (CSS) will be responsible for wide range of operations of screening portfolio within Japan, such as account set up for Health Care Providers (HCPs)and Registered Clinical Laboratory (RCL) with onboarding guidance, supporting required material delivery requested by HCPs, various types of technical issue support, frontline phone/email inquiry handling and triaging, monitoring and handling entire order lifecycle from order submission to collection and transport of samples to EXAS US laboratory until report delivery. The CSS will respond to any issues that arise in processing orders both from the US lab and from HCPs and RCL(s). Duties will also include managing sales and customer data, and providing billing support if needed, such as invoicing follow-up between Exact Sciences Corporation/Exact Sciences K.K. (ESKK) and RCL(s), ESKK and Clinics. The role of the CSS will be to help building the best infrastructure for the local business model in order to provide the best-in-class customer experience. This includes potential support to conduct training for other CS staff, sales reps, RCL(s) and HCPs. This role will ensure seamless operation of the system to achieve a successful business result and deliver the benefits of our product(s) to our customers in Japan.

Job Responsibility

Learns new systems and workflows for processing orders thoroughly
Acquires knowledge about products with curiosity and interest
Follows company directions and guidelines when responding to customer needs and asks for help from senior colleagues or supervisors without hesitation
Offers solutions using available tools and information
Support the design of operational processes and documentation
Recognizes common problems and reviews existing guidelines and procedures to understand root causes
Solves basic problems following standard procedures and triages non-routine inquiries to a more experienced colleague or supervisor
Partners with supervisor to evaluate solutions and learn problem-solving approaches for non-routine issues
Demonstrates attentiveness and listens respectfully to others’ opinions
Carries out specific tasks and responsibilities, providing information to others in a timely manner
Commits to providing deliverables within the given timeline
Works cooperatively with immediate team members to complete tasks
Listens to feedback from others on problems encountered with work, learning appropriate methods for the next application
Uses practical, prudent judgement to overcome obstacles and resolve problems
Interacts courteously and professionally with HCPs, customers, and occasionally patients and their families
Processes orders efficiently and ensures timely report delivery
Works harmoniously and constructively with other Customer Service staff sharing duties in the most efficient and equitable manner
Works effectively with cross-functional teams in EXAS across the world and RCL staff to achieve common business goals
Helps foster a work environment that values intellectual curiosity, a patient-centric approach to our healthcare business, tolerance, diversity and mutual respect
Upholds company mission and values through accountability, innovation, integrity, quality, and teamwork
Supports and complies with Company-wide Quality Management System policies and procedures
Maintains regular and reliable physical attendance at the Tokyo office
Proactively maintains physical health to support full-day work at a desktop computer or in meetings

Requirements

Bachelor’s degree or higher from a recognized university
3 years of experience in Customer Service
Computer skills consistent with performing the duties described
Fluency in Japanese (native or equal to N1 level) and sufficient English capability to read commonly used computer system language and to communicate by email with Customer Service staff in the US and other countries
Applicants must be currently authorized to work in country where work will be performed on a full or part-time basis. We are unable to sponsor or take over sponsorship of employment visas at this time
Ability to perform the Essential Duties of the position with or without accommodation

Nice to have

Working experience in customer operation / working instruction establishment
Working experience in medical industries (e.g. pharma, medical devices, diagnostics)
Medical consultation skills (e.g., pharma medical consultation, nurse, patient concierge)
Salesforce.com operation skills / experience, or skills / experience with similar systems

What we offer

Bonus eligibility
Relocation support may be available
Comprehensive employee experience that supports well-being and professional growth through benefits

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Customer Support Specialist III, Screening Japan

Job Description

Job Responsibility

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