LEGO Systems, Inc. Customer Service Advisor, Japan (SAP Super User) in Minato-ku, Japan

Customer Service Advisor, Japan (SAP Super User)

Location Japan, Minato-ku, J-Tokyo

Posted Date 09/13/2018

Job ID JP160

Category Sales; Supply and Demand

Help grow the LEGO® brand in Japan to grow

We’re looking for a committed individual who is passionate about being the bridge between external customers and the LEGO Group. The ideal candidate is detailed oriented with a Can-Do attitude.

Work with one of the world’s most powerful brands

Customer Service Advisor is part of Market Operation team in LEGO Japan. The key areas of responsibilities are prioritising and processing customer orders in a timely and accurate manner, driving high order fill rates and greatest customer satisfaction. As a Customer Service Advisor, you will provide support to the high performing Market Operations team through high collaboration and attention to details.

Your tasks will include:

Order Management (55%)

• Orders processing and customer service

o Fully understand and work within each customers’ specific order processing framework to ensure customer’s orders are processed in the most efficient manner

o Orders received via fax/email/phone/download are entered or uploaded into SAP within expected timeframe

o Answer customer inquiries in order to maximize customer satisfaction levels

Business-to-Business ordering support as required

• Electronic Order Processing

o Accurately process EDI orders electronically

o Ensure that all electronic messages are generated successfully (POA,POC,ASN,INVOIC)

o Communicate and correct any error that may occur due to inconsistencies between customer and The LEGO systems

• Manage holding orders “quotations”, proactively following up due quotes and variances

• Reverse logistics

o Create return orders

o Assist with return logistics enquiries

• Value-added Services

o Execute customer specific tasks (end of month reconciliation, palletization schematics preparation)

Logistics (10%)

• Communication with 3PL and warehousing suppliers as appropriate

• Assistance with customer claims investigations where appropriate

Reporting and presentations (15%)

• Examine and report customers fill rates, suggest improvements where possible

• Presenting MTD plan and gap to plan overview

• Represent customers and their concerns within the business

Continuous Improvements (15%)

• Analyze internal stakeholder’s and external customer’s needs to improve on order management processes

• Support the LEGO customer value proposition in providing “excellent customer service” to improve customer relationships; ensure best-in-class supplier planning, reporting and support

Self-Development (5%)

• Invest in staying up-to-date through strong IDP (Individual Development Plan) to maximize your career potential within The LEGO Group

The Must to Have’s and the Nice to Have’s for the role

You must have –

• Bachelor’s degree in Business Management or relevant

• Super user of SAP systems with prior experience in troubleshooting system related issues

• Previous experience in Customer Service, FMCG, Freight Forwarding, Import/Export or third-party logistics background preferred

• Accurate data entry with an eye for detail

• Critical thinking, challenge current processes with improvements when necessary

• Problem Solving &“Can do” mindset

• Good communicator & Great Team player

• Flawless communication (Japanese and English) and presentation skills

• Able to travel domestically when required (1-2 days)

• Occasional overtime during peak season is to be expected.

Join the global family of The LEGO® Group

The LEGO® Group recruits and develops people entirely on merit. If you are confident you have what it takes to succeed in this role – and you share our commitment to creativity, collaboration and quality – use the APPLY NOW button above or below. Please remember to attach your application and a current CV.


This is a great opportunity to take a globally loved brand in one of the most uniquely exciting countries in the world. In our team, we are pioneers in a sense; we uncover new areas of development, implement solutions for the first time, and can leave a clear footprint. At the same time, support and inspiration is always ‘online’ from colleagues anywhere in the world.