On - Coordinator – DTC Customer Service - Yokohama

Team for Career Site

Customer Service

In short

As an On Customer Service Cordinator with a focus on DTC (we call ourselves Happiness Deliverers), your number one job is to ensure On customers are happy! Part of your goal is to help us become the best sports brand in the industry. You will be the first point of contact for our direct webshop customers and responsible for inquiries via phone, email, and live chat. With each case you handle, you will aim to wow our customers and will always strive to provide customized solutions.

Your mission

– Build trust by understanding the unique needs of our customers and resolving every situation with a wow factor
– Manage and prioritize multiple concerns simultaneously, including communication via phone and email
– Process webshop orders/exchanges/returns/warranty claims in Salesforce (CRM) /Microsoft Dynamics D365 (ERP)
– Advise our customers as to which On product(s) may best fit their needs
– Respond (first response) to all inquiries within 24 hours while identifying any escalated unresolved issues
– Communicate with our 3PL / warehouse daily regarding orders, returns, inbounding products, and any order discrepancies
– Lead and participate in special projects as needed to improve team function and increase our wow factor
– Other duties as needed

Your story

・Experience in customer support roles, preferably with experience providing customer support via phone, email, chat, and/or social media
– Great attention to detail
– Effective communication across all levels and functions
– Ability to keep customer needs front of mind and a passion for creative solutions
– Excellent interpersonal skills with focus on relationship building, listening, and questioning skills
– Excellent written and oral communications skills in both Japanese and English
– Always thinking of ways to improve the customer experience with a sense of urgency to deliver the wow
– This role is full-time. Work hours average 8hrs/day, 5 days/week between 9am-6pm, Monday-Friday.

Meet the team

You will work with a core team at On Japan office and interact with our global Happiness Delivery teams in Europe, Australia, North America, China, and Hong Kong as needed. During your work day, you will work with our CRM (customer relationship management system) and order management systems to assist our customers with their needs.