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Title:  Associate Customer Service Rep

Requisition ID:  40517
Department:  Account Operation Department


Job Function:  Cust/Sales Support

Job Purpose and Dimensions:

Responsible for all customer order management and related activities. Including managing EDI feeds, entering customer orders, and following up to ensure they are scheduled and fulfilled

Primary Focus: Communication of delivery information, schedule updates, etc. either internally to Inside Sales/Sales or directly with the customer. Only group operational within Rainbow and SAP (input/edit).

Position requires effective communications skills; internal and external, written and verbal. Also, experience with ERP systems and order management flows and processes.


Principal & Accountabilities

  • Provide a proactive and professional interface to the customer.
  • Daily contact and support for customers and regional office.
  • Enter and maintain Customer Master data in SAP.
  • Manage all Incoterm and Payment terms per customer within SAP.
  • Manage all order-entry activity from booking through shipment (including customer forecasts, and product allocations/swapping)
  • Become familiar with/support special customer fulfillment models (including VMI, Consignment, etc.)
  • Manage special business issues: (including RMAs, Stock Rotations, credit note/debit notes, etc.)
  • Support all customer communication re: orders, schedules, shipments.
  • Inventory management, including dead stock and slow-moving stock.
  • Work closely with other departments:
  • Finance: credit terms, credit holds. Month End Confirmation.
  • Sales: providing sales support data and tracking demand
  • Supply Chain: order fulfillment (request for delivery improvements and urgent flights etc.)
  • IT: Issue work-request to IT to solve some issues, such as price issue, EDI issue.


Key Performance & Measures

  • Daily interface with customers
  • Processing of order entry requirements on-time
  • Order management (EDI, reschedules, cancelations)
  • Delivery improvement, shipment follow up and shipment tracking
  • Responsiveness to internal and external customers
  • Manage customer requirements to meet customer expectations


Knowledge, Skills, and Experience

  • Minimum 3-5 years experience in a customer service role
  • Thorough understanding of supply chain management
  • Experience working with SAP (or other similar ERP) in the previous role.
  • Strong interpersonal skills. Effective communication skills; written and verbal.
  • English speaking and writing skills.  Knowledge of the Japanese language is preferred.
  • Ability to work across different businesses and disciplines.
  • Ability to analyze data, familiar with excel. make appropriate observations and judgments
  • Solid math proficiency, attention to detail



- Bachelor's Degree or equivalent

- Minimum 3-5 years experience in a customer service role

- English. Knowledge of Japanese or Chinese language is preferred.