Customer Service Advisor (Order Management)

Are you looking for a lively office atmosphere focusing on order management in Supply Chain?

Bring your energetic self and immerse in a playful and open environment to bring out your authentic self!

Core Responsibilities

Customer Service Advisor (CSA)is part of Market Operation team in LEGO Japan. The key areas of responsibilities are prioritizing and processing customer orders in a timely and accurate manner, driving high order fill rates and greatest customer satisfaction. CSA provides support to the high performing Market Operations team through high collaboration and attention to details.

Order Management (55%)

Orders processing and customer service:

• Fully understand and work within each customers’ specific order processing framework to ensure customer’s orders are processed in the most efficient manner

• Orders received via fax/email/phone/download are entered or uploaded into SAP within expected timeframe

• Answer customer inquiries in order to enhance customer satisfaction levels

• Business-to-Business ordering support as required

Electronic Order Processing: accurately process EDI orders electronically:

• Ensure that all electronic messages are generated optimally (POA, POC, ASN, INVOIC)

• Communicate and correct any error that may occur due to inconsistencies between customer and The LEGO systems

• Manage holding orders “quotations”, proactively following up due quotes and variances

Reverse logistics:

• Create return orders

• Assist with return logistics enquiries

Value-added services:

• Implement customer specific tasks (end of month reconciliation, palletization schematics preparation)

Logistics (10%)

• Communication with 3PL and warehousing suppliers as appropriate

• Assistance with customer claims investigations where appropriate

Reporting and presentations (15%)

• Examine and report customers fill rates, suggest improvements where possible

• Presenting MTD plan and gap to plan overview

• Represent customers and their concerns within the business

Continuous Improvements (15%)

• Analyze internal collaborator’s and external customer’s needs to improve processes

• Support the LEGO customer value proposition in providing “excellent customer service” to improve customer relationships; ensure best-in-class supplier planning, reporting and support

Continuous Improvements and Self Development (5%)

• Invest in staying up-to-date through strong IDP (Individual Development Plan) to maximise your career potential within the organization

Play your part in our team succeeding!

LEGO Japan is the sales organization of The LEGO Group that is responsible for sales activities in Japan Market. The size of the organization is approximately 60 including temporally workers. Market Operations team in Japan consists of 2 teams; Demand Planning and Order Management, and Customer Service Advisor position sits under Order Management team.

Order Management team in Market Operations covers comprehensive services on customer orders.

The primary functions are;

• Prioritising and processing customer orders and Consumer Sales reporting in a timely and accurate manner

• Driving high order fill rates, retail instock, as well as providing high quality order management process with the greatest customer satisfaction

• Driving consumer sales and selling in activities with Sales team by providing timely order/stock analysis.

Do you have what it takes?

• University degree or equivalent experience
• Customer Service, FMCG, Freight Forwarding, Import/Export or third-party logistics background preferred
• Proven experience in cross-functional environment order entry, order management, supply management, and customer service in MNC (working experience in cross-border organization)
• High Problem solving skills, and ability to adjust priorities
• Strong communication skills, has to be fluent in spoken and written English
• Proficient in SAP, Oracle, Excel, Word and PowerPoint
• Self starter and willing to collaborate
• Fluency of Japanese language
• Must be business level fluency in both written and oral English
• Strong communication and collaborator management skills
• Potential to lead and with high degree of trust
• Ability to work independently and to collaborate within a team.
• Resilience and perseverance
• Flexible and adaptable
• Takes own initiative in making recommendations
• Ability to think strategically while still focusing on immediate short term tasks
• Cross functional and cross cultural interest

What’s in it for you?
Here are some of what to expect:

• Family Care Leave – We offer enhanced paid leave options for those important times.
• Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
• Wellness – We want you to be your best self, so you'll have access to the Headspace App and lots of wellbeing initiatives and programmes run by local teams where you are based.
• Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.
• Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme.
• Your workplace – When you join the team you'll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

Children are our role models. Their curiosity, creativity and imagination inspire everything we do. We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.

The LEGO Group is proud to be an equal opportunity employer. We are committed to equal employment opportunity and equal pay regardless of e.g. race, colour, religion, sex, national origin, sexual orientation, disability or gender identity.

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer. 

Thank you for sharing our global commitment to Children’s Rights.

Just imagine building your dream career.

Then make it real.

Join the LEGO® team today.