Customer Service Senior Specialist

Job Description

Are you interested in joining a team passionate about enhancing customer experience?

We are seeking a highly skilled SAP key user to join us and help shape the future of one of the world’s most loved brands! Bring your analytical approach and collaborative spirit to support the business growth in LEGO® Japan!

No relocation assistance is provided for this role.

Core Responsibilities

As part of the Order management Team, you would split your time between the daily operations for selected key accounts, and ongoing project work related to our digital journey.

Order Management (50%)

• Pro-active order entry (launch, campaign & bundles forecast adherence)

• Facilitating, modifying and improving order management, including pre-order process support (such as communication and coordination, informing about stock availability) and order processing to ensure optimal flow of goods to customers

• Support customer claims and returns, including investigate claims ensuring that required information is accurate and processed in agreed timelines; coordinate the return of physical goods with customers, transportation company and warehouse staff; and creation of credit and debit notes

• Manage supply allocation process in the case of constrained supply

• Supporting reporting and presentations, including manage and report on inventory levels, identifying out of stock and closed items, and communication to the wider team for their action

• Proactively following up on overdue and variances on quotations

• Fill rate reporting to customers and internally

• Value-added Services: Handle customer specific requests (end of month reconciliation, palletization schematics preparation)

• Customer inventory optimization and counseling based on stock and CS data

• Order 2 Cash process governance

• Maintain required master data on SAP, EDI and Web B2B and customer portals, and become subject matter expert in product and customer master data in Japan business unit

Order Management Digitization, Process Improvement (35%)

• Be local lead for order processing automation related projects including SAP HANA, B2B web shop, EDI, Contents Hub, approval engine etc…

• Lead projects as local key user to support the creation of interfaces from internal sales and management tools (TPM, CTM, Listing Management) to order processing tools, and manage their impact to various Order Management, Master Data, Customer Operations and Ops tools.

• Collaborate with internal and external resources in fit-gap, system design inputs and specification mapping, SIT/UAT, Go-live support for various projects.

• Continuous improvement on Order process optimization

Ad Hoc Business Analysis, Reporting, and Presentations (10%)

• Support business with on-demand analysis and reporting

• Support GM, Operations Director and Order Management Manager for on-demand business presentations

Self Development / Org Engagement (5%)

• Invest in self-development through a strong IDP (Individual Development Plan) to maximize your result and career potential at The LEGO Group

• Participate and drive projects within Japan and/or the wider APAC organization

• Drive team’s motivation and culture with curiosity, bravery and focus

Play your part in our team succeeding

LEGO Japan is the sales organization of The LEGO Group that is responsible for sales activities in the Japan Market. The size of the organization is approximately 60 employees. The BU Operations team in Japan consists of 3 teams; Demand Planning, Customer Operations, and Order Management. This position sits under the Order Management team.

This role will be known internally as Customer Operations Planner.

Do you have what it takes?

• Min 5 experience working in a cross-functional environment, in a MNC (working experience in cross-border organization)

• Advanced knowledge and experience of supply-chain operational procedures, specifically in Order Management and Master Data

• Highly skilled in SAP in the SD module, having acted as a key user in various ERP projects

• Exercise considerable discretion and independent judgment in problem solving

• Timely multi-task management with prioritization

• Advanced MS Office applications (Excel, PPT, Word, Outlook, Teams, Power BI)

• Influence leadership through explanation of facts, policies and practices

• Japanese & English project management skills at multi-national matrix organization

• Staff management experience

• Logistics and Distribution Experience

• Ability to think strategically while still focusing on immediate short term tasks

#LI-JL3

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here is what you can 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.

Wellbeing - We want our people to feel well and thrive. We offer resources and benefits to nurture physical and mental wellbeing along with opportunities to build community and inspire creativity.

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.

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 highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team.

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.