Commercial Operations Specialist (Japan)

About No deviation

At No deviation, we are dedicated to delivering patient-centric solutions that revolutionize the pharmaceutical landscape. As a dynamic expert in engineering consultancy, Commissioning Qualification Validation (CQV), and Quality, Compliance, and Regulatory services, we are looking for individuals who are excited to contribute to impactful projects and drive innovation.

We believe that great things happen when Empathy, Integrity, and Transparency guide our actions. That's why we foster a culture of collaboration, inclusion, and continuous development empowering our team members to grow personally and professionally.

Position Overview

The Commercial Operations Specialist is responsible for delivering outstanding customer service and ensuring high levels of customer satisfaction. This role provides professional, timely, and accurate support to clients, the sales team, and other stakeholders by addressing inquiries and resolving issues effectively.

Key Responsibilities

• Cultivate and maintain a positive, approachable, and friendly image, fostering strong relationships with every stakeholder.
• Coordinate with team members to establish a daily/weekly work schedule that addresses core business priorities.
• Work closely with management to implement initiatives aimed at enhancing customer satisfaction.
• Manage customer order releases promptly and efficiently.
• Assist with investigating complaints and credit requests, validating claims for product/lot purchases, and ensuring adherence to all applicable requirements.
• Act as the primary escalation point for product returns and customer credit inquiries.
• Provide backup support for other Customer Service Representatives.
• Develop knowledge of front-end processes.
• Manage back-end processes by creating intercompany purchase orders and updating the SAP system; verify import shipping documents and coordinate delivery dates with our 3PL warehouse and forwarders.
• Oversee front-end tasks such as order inbox management, order entry (for both electronic and manual submissions), processing credits and debits, handling inbound phone calls, and managing replacements, returns, complaints, and complex product orders (e.g., reserve order materials or products with specific characteristics).
• Review and modify orders to ensure accuracy and timely material delivery, including follow-up or re-commitment on order deadlines.
• Ensure all necessary documentation is properly attached to orders within the relevant systems.
• Execute processes in accordance with established Customer Service Procedures, SOP, and SDS requirements, in line with ISO 9001 certification.
• Record all customer interactions in order text tabs or, when needed, in SAP/SFDC to accurately document the customers narrative and ensure consistent responses.
• Validate pricing by reviewing customer Purchase Orders and all related items, consulting the Pricing and Contracts Team when necessary.
• Perform additional duties as assigned.
  

Required Qualifications

• Bachelors degree in Business Administration
• 2 to 4 years experience in a customer contact/service center environment.
• Experience with SAP functions is preferred (Entry Level to 04 years experience).
• Excellent communication and interpersonal skills for effective interaction with staff and customers.
• Ability to multitask and handle disputes or emergencies with composure.
• Strong result and customer service orientation.
• Proficiency in MS Office and SAP.

Why join us?

• Generous Leave Policy
• Comprehensive Health & Wellness Coverage: Receive robust medical and dental coverage to support your health needs.
• Professional Development Opportunities: Access continuous learning programs and resources for career growth within the company.
• Inclusive Culture: Work in an environment where innovation, collaboration, and diverse perspectives are encouraged and celebrated.
• Shape the Future: Make a real difference in the pharmaceutical industry while advancing your career.

How to apply

Are you ready to play a key role in shaping the future of pharmaceutical solutions? If you're passionate about making an impact, we want you on our team!

Please submit your resume, outlining your qualifications and experience relevant to the role, here.