Customer Service Representative

Who are we looking for?

A Customer Service Representative is responsible for delivering exceptional end-to-end customer support to assigned accounts within the Japan region. This role acts as the primary liaison between customers and internal functions—including Sales, Supply Chain, Manufacturing, Logistics, Finance, and Technical Service—to ensure seamless order management, issue resolution, and customer satisfaction.

Operating within a highly technical electronic materials manufacturing environment, the CSR supports legacy Micromax customers while aligning processes and service standards with Element Solutions’ global operating model.

This position requires strong communication skills (Japanese and English), operational discipline, and the ability to navigate change in a post-acquisition environment.

What will you be doing?

Customer Relationship Management

• Serve as the primary point of contact for assigned Japanese customers.
• Provide timely responses to inquiries regarding order status, product availability, documentation, and logistics.
• Build trusted relationships through proactive communication and service excellence.
• Support key account reviews with data, service metrics, and insights.

Order Management & Execution

• Manage full order lifecycle: order entry, confirmation, scheduling, shipment coordination, invoicing, and follow-up.
• Ensure accuracy of pricing, terms, lead times, and product specifications in ERP systems.
• Coordinate with manufacturing and supply chain teams to meet delivery commitments.
• Monitor backlog and proactively manage potential delays or allocation issues

Cross-Functional Collaboration

• Partner with Sales to support revenue targets and customer growth initiatives.
• Work closely with Supply Chain and Logistics to resolve shipment or customs issues.
• Coordinate with Finance on credit holds, billing discrepancies, and account reconciliations.
• Escalate technical or product issues to appropriate internal stakeholders.

Issue Resolution & Continuous Improvement

• Investigate and resolve order discrepancies, claims, and complaints in a timely manner.
• Track service performance metrics (OTIF, response time, backlog health).
• Identify process improvement opportunities aligned with Element Solutions’ global service standards.
• Support integration efforts, including system harmonization and best practice adoption.

Compliance & Documentation

• Ensure compliance with company policies, trade regulations, and customer requirements.
• Maintain accurate customer master data and documentation.
• Support audits and reporting requirements as needed.

Who are You?

• Possess a Bachelor's degree or Diploma in business management or relevant disciplines.
• Experienced in customer service function, with ability to manage customers expectations and requests.
• Ability to work cross functionally in a global organization, supporting sales team on customer sales demands. 

We understand that not all candidates may meet the requirements listed above. If you believe you have the knowledge and experience necessary to excel in this role, we encourage you to apply.  

What competencies will you need?

Keen eye for details and meticulous in handling documentations and forms. 

Organized and timely execution of work priorities.

Sound communication skills with tact when speaking with customers or mail communication. 

We are Offering...

As part of our team here, as well as receiving a competitive base salary, you will also participate in a generous performance related bonus scheme. In addition, you will also be covered under our corporate medical insurance plan and annual leaves.