Customer Support Associate - Japan

DotmaticsRemote · Posted 16 days ago

Full-timeRemote

Description

Our Why At Dotmatics

At Dotmatics, a Siemens company, we believe science, data, and decision-making must be deeply intertwined for innovation to thrive. Our Portfolio includes Luma, LumaLab Connect, ELN Platform, Graphpad Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express, LabArchives, NQuery, EasyPanel, SoftGenetics and Virscidian.

We have a vision for a new Lab of the Future that will change the future of scientific research.

We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making.

Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now.

Shaping the Future of Science At Dotmatics

Our global team of more than 800 colleagues are dedicated to supporting our customers in over 180 countries. Together, with our scientific community of users, we accelerate scientific innovation in order to make the world a healthier, cleaner, and safer place to live.

You’ll join a collaborative, global team pushing the boundaries of scientific innovation. Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery. We offer a dynamic, remote-friendly environment that fosters high integrity and collaboration, empowering you to excel. Dotmatics is a company built by scientists, for scientists. Combined, we are now the world’s largest cloud-based scientific research R&D platform. We need your help to keep growing and pioneering the future.

We are Science Driven. We are Customer Centric. We are Better Together.

What do we need

We are looking for a Customer Success Associate to join our Customer Success team in Japan. This role exists to support our Customer Success Lead and ensure our Japanese customers receive consistent, high-quality service at every stage of their journey. The right person for this role is organized, detail-oriented, and takes genuine pride in their work, is a self-starter, and works flexibly with minimal supervision. You will be the steady hand behind order processing, document management, and day-to-day customer engagement to keep things accurate, moving, and well-communicated.

We are in an active period of change as we integrate with our parent company. Systems and processes are evolving. The ability to follow established workflows carefully, ask good questions, and communicate proactively with teammates across time zones is as important as any technical skill.

In this role you will get to

Enter and manage order data across internal systems, ensuring accuracy at every step
Review incoming order emails to verify invoice amounts, expiration dates, serial numbers, and user information, and transfer relevant data into the appropriate systems
Register serial numbers in the database, process authentication codes, and complete order data as required
Generate invoices, delivery slips, and registration certificates in PDF format using internal tools
Save and organize completed documents in Google Drive and prepare them for final review prior to delivery
Communicate with team members via Slack in a timely and organized manner, following established team protocols
Serve as a first point of contact for customer inquiries and requests via email and phone

As a secondary focus

Build and maintain trusted relationships with customers, ensuring satisfaction with our products and services
Develop a thorough understanding of our products and offerings in order to provide accurate and helpful information to customers
Coordinate with internal teams and our offshore team, ensuring clear and timely handoffs

We are looking for people who have 3+ years of experience in customer support, customer success, or sales support. You'll have a track record of accurate, detail-oriented work in data entry, document handling and order processing.

Native or native-level Japanese proficiency (equivalent to N1 or above)
Proficiency in order data entry
Comfortable using English for daily operations in a professional environment (written)
Experience collaborating with offshore or international teams
Strong IT literacy (familiarity with tools such as Slack, Teams, Zoom, Workday, DocuSign and Zendesk is preferred)

Research shows us the confidence gap and imposter syndrome can get in the way of meeting outstanding candidates, so please don’t hesitate to apply — we’d love to hear from you.

By submitting your application, you agree that Dotmatics may collect your personal data for recruiting, global organization planning, and related purposes. Dotmatics Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over Dotmatics use of your personal information.

Dotmatics is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.

Customer Support Associate - Japan

Description

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