Job Description

Approximately 70% of the time will be spent on Logistics. This position will interact with the warehouse, merchandise, and customer service staff to confirm and adjust the fulfillment to deliver items to customers.

Approximately 30% of the time will be spent on Customer Service. You will support other customer service staff to solve customer problems. You will handle the answer for all the inquiries regarding products specification and defects, handling returns, payments, refunds, shipping.

Fluent in Japanese and English required.

ESSENTIAL JOB FUNCTIONS

LOGISTICS

• Supervise the goods delivery from the warehouse at the U.S.A to the customer. Maintaining the relationships with our warehouses, ensuring everything is operating smoothly.

• Supervise the arrival schedule and number of items that will be arrived at the warehouse in the U.S.A from overseas. Arrange a logistics schedule with relative departments and warehouse staff according to the package arrival schedule at the warehouse.

• Review, coordinate and follow up to maintain shipping accuracy.

• Cooperate with the merchandise department, third party warehouse. The communication will be in Japanese and English. Some merchandise department staffs are in Japan.

• Set up the shipping schedule at the e-commerce system according to the schedule.

• Check the inventory including for sample and replacement with warehouse staff and report to relative departments.

• Check the delivery status after the shipment out. If the packages are not delivered to customers, you will investigate the status.

• Research and resolve fulfillment issues with warehouse, merchandise, and customer service.

• Continually analyze fulfillment and distribution network for improved efficiencies

• Other duties as assigned.

  CUSTOMER SERVICE

• Work closely and collaboratively with customer service team member.

• Promptly respond and research customer inquiries that are escalated from third-party customer service via the customer service platform Zendesk.

• Answer general customer inquiries including but not limited to processing orders, returns, payments, shipping information, promotion (coupons, campaigns), and follow-up until the inquiry is closed.

• Announce some important information to customers via email or customer service system.

• Maintenance and update the FAQ at the e-commerce website.

• Collaborate and communicate with relative departments and companies to answer customer inquiries. Works with related departments and companies to ensure that requests are met seamlessly and that all departments are aware of any changes.

Other duties as assigned