Customer Service Representative (Wholesale & DTC)

The Customer Service Representative (CSR) is the primary internal point of contact for both our B2B wholesale accounts and our Direct-to-Consumer (DTC) online customers. This is a high-responsibility operational role focused on the "Quote-to-Cash" process across multiple channels. You will ensure that every order—whether a bulk shipment for a national retailer or a single custom putter for an individual golfer—is processed accurately, invoiced correctly, and delivered with excellence.

Key Responsibilities

• Multi-Channel Order Management
• Wholesale (B2B): Input and manage bulk orders for major accounts (e.g., Alpen, Xebio, etc.) in NetSuite. Coordinate with the SCM Manager on inventory availability and delivery timelines.
• DTC (B2C): Oversee the flow of individual orders from the e-commerce platform into NetSuite. Verify shipping addresses and ensure "pick-and-pack" instructions for the 3PL are accurate for individual home delivery.
• Invoicing: Issue "Qualified Invoices" for B2B accounts and ensure digital receipts/invoices are correctly generated for DTC consumers in compliance with Japanese tax laws.
• Frontline Account and Consumer Support
• B2B Support: Answer retailer inquiries regarding product specs, real-time stock levels, and dealer pricing.
• DTC Support: Provide premium support to individual golfers via email, phone, or chat. Handle questions about order status, custom specs, and delivery ETAs.
• Returns and Warranties: Manage the end-to-end return process for both channels. For DTC, this includes coordinating consumer exchanges and "satisfaction guarantee" claims.
• Conflict Resolution and Reputation Management
• Complaint Handling: Act as the first line of defense for all complaints. Use a "service-minded" approach to smooth over shipping delays or product issues before they escalate.
• Master Data Support: Support the SCM Manager by flagging errors in customer records, shipping data, or product descriptions in NetSuite.

Qualifications And Requirements

• Experience: Minimum 3 years in B2B/B2C Customer Service or Sales Support. Experience in the premium golf or luxury consumer goods industry is highly preferred.
• Technical: NetSuite (ERP) experience is highly valued. Familiarity with e-commerce platforms (e.g., Shopify) is a plus.
• Language: Native-level Japanese (written and spoken) is mandatory. Ability to maintain a professional, polite, and service-oriented tone at all times.
• Soft Skills:

Emotional Intelligence: Ability to de-escalate "angry" calls from either a retail buyer or a consumer.

Meticulousness: Precision in entering custom putter specs (length, lie angle, grip choice) is critical to prevent costly errors.

Proactive: High-energy and positive attitude; willing to coordinate across departments to solve a customer's problem.

Working Conditions and Compensation

• Standard Hours: Monday – Friday, Standard Business Hours.
• Location: Tokyo (Office-based).
• Social Insurance: Fully covered in compliance with Japan Labor Law.
• Commuting Allowance: Provided (subject to company cap).
• Compensation: Competitive base salary plus performance bonus tied to Individual and Company KPI’s.