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Are you a customer-focused professional with expertise in order and supply chain management? Do you thrive on building relationships and resolving complex issues in a fast-paced environment?

Entrust is seeking a highly-reliable and proactive Account Specialist to provide best-in-industry customer service to our internal and external customers. You will be a critical link, using independent judgment to manage customer projects and orders, apply Entrust business practices, and troubleshoot all customer satisfaction issues. Join us and help demonstrate best-in-industry experiences by building trust and providing effective and timely results for our customers.

Responsibilities:

• Proactively manage all customer orders from receipt to closure, maintaining clear and timely communication via email and phone calls.

• Provide comprehensive customer order management and issue resolution, including:

  • Analyzing and managing reporting information to ensure accurate and effective order management.

  • Developing and maintaining effective working relationships with internal teams, partners, and customers.

  • Delivering on commitments (e.g., on-time delivery, correct quantities, special shipping instructions) by identifying and proactively addressing potential barriers.

  • Serving in compliance with operational rules while working in a multi-task environment.

  • Accurately validating pricing and availability inquiries.

• Identify, research, and resolve customer questions and inquiries.

• Provide timely status updates to customers and Sales regarding orders.

• Address opportunities for process and/or system improvements to enhance the customer experience.

• Serve as a liaison between customers and non-customer facing colleagues to ensure timely, appropriate transfer of information and response to inquiries. Accurately document inquiries into proper databases and route to appropriate support teams.

• Act as a subject matter expert liaison for the team.

• Meet or exceed Account Specialist performance standards and metrics with a focus on quality, accuracy, timeliness, and effective communication.

• Collaborate with colleagues as needed to manage workload.

責任の範囲 (Japanese Summary of Responsibilities)

• 社内・外との連絡を通じて、受注から納品まで円滑に進むよう管理する。

• 顧客の注文管理と問題解決を提供する。

• 顧客からの問い合わせを精査の上解決する。

• 注文に関するステータスの更新を顧客と営業チームに提供する。

• 顧客体験を向上させるために、プロセスやシステムの改善に取り組む。

• 「顧客」と「直接顧客に対応しない同僚」との連絡役を務め、タイムリーで適切な情報の受渡しと問合わせへの対応を確実に行う。

• チームの専門家との連絡係となる。

• 品質、正確性、適時性、効果的なコミュニケーションを重視し、パフォーマンス基準と指標を満たす。

Qualifications:

Basic Qualifications

• 4+ years of experience in an order management or supply chain management role.

• Experience in a service or manufacturing environment utilizing integrated business systems (e.g., Oracle / SAP).

• Language proficiency: Native level Japanese (spoken and written) and Basic Business level English (primarily email communication).

• Excellent verbal and written communication skills.

• Ability to work independently and in a team environment, demonstrating a professional demeanor in all work-related interactions.

• Demonstrated excellent collaboration skills, particularly in a remote team environment.

Preferred Qualifications

• Customer Service experience in a B2B (Business-to-Business) environment.

• E-commerce order management experience.

[Instructions for applying - e.g., To apply, please submit your CV and cover letter to [Email Address] or apply via our career site at [Link].]

Join Entrust and help us deliver trusted experiences every day!

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For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles, or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact accessibility@entrust.com.

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