{"id":2487234,"url":"https://alion.io/job/intuitive-surgical-customer-service-representative-2","title":"Customer Service Representative","company":{"id":3128,"name":"Intuitive Surgical","domain":"intuitive.com","url":"https://alion.io/company/intuitive","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":67,"ghost_share":0,"stale_share":0.985,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Tokyo, Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":15500,"max_usd":32000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1815},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Power Apps","optional":true},{"name":"Power Automate","optional":true},{"name":"Tableau","optional":true}],"status":"live","first_seen_at":"2026-10-13T23:58:23Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-15T19:32:40Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Primary Function of Position\nThe Customer Service Representative 2 is responsible for delivering accurate, timely, and compliant customer service operations while supporting a positive customer experience.\nIn addition to executing daily operational activities, this role is expected to identify opportunities for improvement, simplify, existing processes, and contribute to automation, standardization, and digital transformation initiatives. The success candidate demonstrates curiosity, critical thinking, earning agility, and a willingness to challenge existing ways of working constructively.\nThis role collaborates across functions and regions to support scalable business processes while maintaining compliance with regulatory and quality requirements.\nEssential Job Duties\nCustomer Support & Operational Excellence\nProcess customer orders,returns,credits, complaints, and inquiries accurately and in accordance with\ncompany policies and regulatory requirements.\nDeliver professional and timely support to both internal and external customers.\nExecute SAP, SFDC, and related business system transactions accurately.\nMonitor orders processing activities and resolve operational exceptions.\nRegister and receive defective products, verify their contents, and provide guidance to 3PL partners\nwhen necessary.\nCoordinate surgeon training schedules with the Customer Training and Commercial teams.\nContinuous Improvement & Innovation\nIdentify inefficiencies, recurring issues, and opportunities to improve operational processes.\nParticipate in business process improvement, automation, and digital transformation initiatives.\nContribute ideas that improve customer experience, quality, compliance, and operational efficiency.\nSupport implementation and adoption of new technologies, systems, AI tools, and automation\nsolutions.\nUse data and KPIs to understand operational performance and identify improvement opportunities.\nCollaboration & Knowledge Sharing\nBuild effective working relationships across functions and regions\nSupport knowledge sharing, process documentation, and standardization activities.\nContribute positively to team discussions and continuous improvement effors.\nSupport onboarding and training activities when required.\nCompliance & Quality\nFollow all applicable regurations. Quality Management System requirements, and company policies\nEnsure compliance with Phamaceutical and Medical Device Act requirements, SOX controls, and\nother applicable procedures.\nIdentify and appropriately escalate quality or compliance concerns\nSupport maintenance of controlled documentation and process standards.\nRequired Skills and Experience\nCore Competencies\nStrong attention to detail and commitment to quality.\nAbility to manage multiple priorities in a fast-paced environment.\nStrong communication and interpersonal skills.\nCustomer-focused mindset.\nAbility to work effectively both independently and as part of a team.\nLearning Agility & Adaptability\nDemonstrates curiosity and a desire to understand the purpose behind business processes.\nEnjoy learning new technologies , systems and ways of working.\nAdapts effectively to changing business needs and priorities.\nOpen to feedback and continuously seeks opportunities for personal growth.\nDemonstrates a positive attitude toward change.\nCommunication & Collaboration\nAblity to clearly articulate ideas, observations , and recommendations.\nWorks effectively with stakeholders from different functions and backgrounds.\nAble to communicate issues and solutions in a structured and understandable manner.\nExperience\n2-4years of experience in Customer Service , Operations, Supply Chain, or a related field.\nExperience using ERP, Sales Force or similar business systems.\nProficiency in Microsoft office applications.\nNative-level Japanese proficiency.\nBasic business English communication skills or willingness to develop them.\nRequired Education and Training\nBachelor’s degree preferred but not required.\nEquivalent experience will be considered.\nPreferred Skills and Experience\nExperience in the medical device, healthcare, pharmaceutical, or other regulated industries.\nExperience participating in process improvement initiatives.\nExperience using Power Platform tools(Power Automate, Power Apps) or Tableau\nExperience utilizing AI tools to improve productivity or business processes.\nLean Six Sigma knowledge or certification (Yellow Belt or above)\nExperience working with international teams\nTOEIC 700+ or equivalent English proficiency.\n当社は、法令に従い、全ての応募者について、その適性と能力のみを基準として公正に採用選考を行います。\nこの職位は、業務上のニーズや、採用候補者の経験、知識、技能に応じて、ここに記載されている職務レベルと異なるレベルで採用される場合があります。\n報酬は、主に採用された職務レベルと候補者の資格に基づき、適用される法律に従って決定されます。","description_format":"text","description_chars":4669,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Japanese","level":"Advanced (C1)","optional":false},{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Medical & Healthcare 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