Customer Service Operations Associate (Japanese Speaking)

Quote Creation

• Respond to customer’s request for quote on a timely basis
• Generate formal quote in accordance with applicable Corporate Sales and Marketing Policy
• Ensure pricing and discounts are accurate in formal quotation
• Be updated on sales, marketing and promotion program and administer these accordingly
• Respond to customer query on price, discount and availability
• Establish and maintain effective lines of communication with Account Manager, management, business and cross-functional teams to resolve quote related issues
• Follow-up on outstanding quote issues and take ownership for customer satisfaction in assigned area.

Order Acceptance and Order Entry:

• Primary contact for accepting orders from trade customer.
• Ensure adherence to Corporate Order Acceptance Policy, standard terms and condition and export administration requirement.
• Ensure proper approvals for any non-standard or specially negotiated terms and conditions, and ensure supporting document is in order.
• Enter and edit order, including change order, credit and rebill, in accordance to Keysight policies and processes.
• Follow-up and correct pricing or configuration issues.

Order Management:

• Negotiate with Field/Customer and division to establish committed delivery date.
• Proactively manage order to meet committed delivery date and any special delivery requirement.
• Actively follow-up on cash-in-advance payment from customer and ensure that any shipment out of division can be duly delivered to customer.
• Ensure all order result in clear and payable invoice, and that invoice and revenue recognition is triggered in accordance to revenue recognition
• Establish and maintain effective lines of communication with Account Manager, management, business and cross-functional teams to resolve customer order related issues.
• Insure Customers are proactively notified of changes in order status. Follow-up on outstanding issues and take ownership for customer satisfaction in assigned area

Job Qualifications:

• Bachelor Degree or University Degree of equivalent.
• Proficient in English and Japanese language is a must.
• Follow Keysight Japan Working Calendar is a must.
• Capability to handle multiple tasks and responsibilities.
• Ability to work in a stressful environment
• Usage of standard approaches to simple problem resolution
• Basic escalation management skills
• Basic IT /technology knowledge