Job Description

Company Overview

OnProcess Technology is a business optimization specialist for the post-sale value chain, digitizing and streamlining service and supply chain processes. Rooted in the belief that you do not have to sacrifice one for the other, OnProcess is laser focused on precisely harmonizing cost savings with customer experience, and revenue improvement to achieve optimal client outcomes.Starting as a reverse logistics company in 1998, OnProcess has made significant investments in their technology platforms, analytics, and artificial intelligence capabilities in order to expand their value proposition to be inclusive of the outcome based end to end service value chain. The company is committed to, and continues to deliver new innovations driving continuous improvement for their clients. Through this digital transformation, OnProcess has brought real-time single platform visibility, predictive analytics, and decision tree automation- delivering highly targeted, and significantly improved business outcomes for their clients.OnProcess is a trusted advisor to many of the world’s leading technology, medical device, wireless, broadband, manufacturing, and logistics companies. Providing services in 26 languages and operating in seven global facilities, OnProcess delivers a follow the sun model, with global headquarters in the greater Boston area.

Job Summary

The Customer Service Agent III will support Reverse Logistics and/or Customer Experience Programs requiring client system access. He/she will work in one of the following area: building/processing orders, dispatching Techs and/or parts, Triage and quota management. The Customer Service Agent III supports the spare parts planning function of a major clients warranty exchange program and does this through professional communications, both to and from customers on behalf of OPT's clients. The Customer Service Agent  III supports the Company's processes through professional communications, both to and from customers, on behalf of OnProcess Technology's clients. As a result of customer contact, he/she updates the Company database with all appropriate information. The Customer Service Agent III supports all quality assurance efforts and Program criteria. This is a work from home position.


* Perform/handle outbound or inbound customer and/or client communications
* Advise customers on behalf of OnProcess Technology's clients
* Interact with customers via various methods of communication
* Handle all return material authorization requests in support of customers that require replacement/repair of client's products
* Utilize clients third parties to provide the entitled service
* Follow detailed instructions as outlined in Company documents
* For service level agreement in jeopardy, follow established escalation rules
* Resolve customer complaints and escalations
* Update customer as the service request progresses
* Complete all the required date entry and close any case which has been opened via a direct
request with the customer's agreement
* Resolve Tier 1 customer escalations
* Manage all calls according to the service level, assuring key time frames are met
* Update applicable Program Database(s) accurately
* Appropriately handle challenging and unique customer situations in accordance with OnProcess policies
* Identify and escalate data or program specific issues to appropriate level of management
* Meet or exceed OnProcess Technology's key performance standards and quality objectives
* Work as an integral part of the Delivery Services team; contributing to the department's ability to consistently meet and exceed Contact Center performance goals
* May be responsible for multiple programs and working cross-functionally through programs
* Ad hoc duties and special projects

Qualifications & Skills

*Must be Bilingual in English and Japanese to be considered and live in the U.S.

* Have a distraction free, work from home environment
* Previous customer service experience within a Contact Center
* Previous technical experience and experience in supply chain management
* High School Diploma or equivalent
* Attention to detail and accuracy
* Multi-tasking skills including the ability to toggle between multiple computer windows
* Strong written, verbal and interpersonal communication skills
* Meet certification requirements
* Ability to maintain confidentiality
* Familiarity with or an ability to understand and utilize a database and Microsoft Office programs

Computer Requirements

- Operating System: Windows 7/Mac 10.1 or better

- CPU: Intel i5 2xxx series or better with integrated HD Graphics 2000 series or better

- Graphics: Direct X 10.0 compatible, 512 Mb minimum graphics memory

- Ram: 2 Gb RAM minimum

- Minimum internet bandwidth of 20MB download and 5MB upload

Benefits and Perks

  • Medical and Dental, paid time off, retirement savings plans, flexible spending, company sponsored Employment Assistance Program and professional development.
  • Work from the comforts of your home!


  • Daily operation of various office based equipment: fax machine, telephone & voice mail operating system. Desktop/laptop computer and e-mail system
  • May be required to sit or stand (presentations/meetings) for extended periods of time
  • May spend extended periods operating desktop computer, requiring hand-eye coordination and finger dexterity; and communicating face-to-face, on the telephone and in writing

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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