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Posted 3mo ago

Customer Service Representative – North Asia Pacific

@ Hexcel
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Yokohama, /, Japan
OnsiteFull Time
Responsibilities:process orders, coordinate shipments, maintain records
Requirements Summary:Customer service or sales support experience; English fluency; MS Office; ERP familiarity; able to coordinate orders and shipments.
Technical Tools Mentioned:Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, ERP (Microsoft D365), Dynamics AX
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Job Description

With our strong investment in research and development and our culture of continuous improvement, Hexcel is the industry leader in the manufacturing of advance composite materials, including carbon fiber, woven reinforcements, resins, prepregs, honeycombs and additive manufactured parts. We invite you to join the Hexcel team at various manufacturing sites, sales offices and R&T centers around the globe. Become a part of the “strength within.”

Hexcel is currently seeking a Customer Service Representative – North Asia Pacific for our Yokohoma, Japan location.

The selected individual will be responsible for but not limited to the following obligations:

  • Act as the primary recipient for customer purchase orders and maintain all correspondence related to their execution, including quotations, orders, acknowledgements, payments, shipping documents, invoices, packing lists, and quality certificates. Enter purchase orders into the Hexcel system when required, ensuring compliance with company procedures. Pay particular attention to clearly communicating customer requirements and fulfilling all legal export license obligations. Provide all electronic and paper documentation to customers in a timely manner.
  • Maintain a list of customer quotations and generate reports for review by the regional sales team and management. Produce and maintain price lists for selected customers. Provide Accounts Receivable support for collecting outstanding payments when requested.
  • Assist the sales team in developing new business by placing sample orders and liaising with customers to ensure timely delivery.
  • Collaborate with customers and the sales team to improve delivery accuracy by monitoring forecasts and ensuring timely purchase orders.
  • Track delivery status by reviewing reports from overseas plants. In case of delays or concerns, work proactively with the sales team and plants to achieve on-time delivery.
  • Develop schedules and customized status reports as required by customers, the sales team, and management. Notify customers in advance of all shipping details, including shipping documents, invoices, certificates, and packing lists. Work with shipping/freight agents when necessary to keep customers informed and resolve shipping issues.
  • Manage workflows to resolve material-related issues (product, paperwork, or packaging) by engaging directly with customers to obtain necessary information and coordinating with internal stakeholders.
  • Work with manufacturing sites and local resources to resolve selected customer quality complaints, including paperwork, packaging, logistical, and non-technical product issues. Input warranty claims into the Hexcel system when required and ensure timely crediting of accepted claims in collaboration with commercial, technical, and managerial resources.
  • Build and maintain strong customer relationships with the goal of exceeding expectations.
  • Identify unmet customer needs and propose strategic projects that add customer value, focusing on key areas such as on-time delivery, quality, logistics, innovation, and financial performance.

Qualifications:

  • Minimum education: Diploma level (Degree preferred)
  • Experience in a customer service or sales support role, ideally within a large multinational manufacturing company.
  • Proficiency in Microsoft Word, PowerPoint, Excel, Outlook.
  • Familiarity with ERP systems (Microsoft D365, Dynamics AX, etc) is desirable.
  • Training for company specific software will be provided.
  • Fluent in English with strong written and verbal communication skills; fluency in another Asia Pacific language is advantageous.
  • It is expected that the jobholder will demonstrate strong empathy toward key customers and maintain close collaboration with both local and overseas team members to resolve and manage day-to-day issues effectively. The ability to work independently and adapt flexibly—whether as part of a small team or alone—is essential to support these activities.

Candidates must be eligible to work in the country where the position is based. Hexcel (NYSE: HXL) is a global leader in advanced composites technology, a leading producer of carbon fiber, and the world leader in honeycomb manufacturing for the commercial aerospace industry.