Job Description

About OnProcess Technology

OnProcess Technology is a business optimization specialist for the post-sale value chain, digitizing and streamlining service and supply chain processes. We are 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.

About the Position

We are looking for several full-time, bilingual Japanese/English remote (work-from-home) customer service professionals to help us ensure a positive and supportive experience for our participants. Available shift times vary, with some including evenings, overnights and weekends. This is an amazing opportunity to help make a difference in the lives of people all over the world - all from the comfort of home in any U.S. location!

What You’ll Do

As the Logistics Service Representative III, you 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 Logistics Service Representative 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 Logistics Service Representative 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 Logistics Service Representative III supports all quality assurance efforts and Program criteria.

Qualifications

Only candidates who are Bilingual in Japanese and English will be considered

* 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 and ability to maintain confidentiality
* Familiarity with or an ability to understand and utilize a database and Microsoft Office programs

Responsibilities

* 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

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

What we offer

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

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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