The Customer Service Representative (CSR) is the primary internal point of contact for both our B2B wholesale accounts and our Direct-to-Consumer (DTC) online customers. This is a high-responsibility operational role focused on the "Quote-to-Cash" process across multiple channels. You will ensure that every order—whether a bulk shipment for a national retailer or a single custom putter for an individual golfer—is processed accurately, invoiced correctly, and delivered with excellence.
1. Multi-Channel Order Management
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Wholesale (B2B): Input and manage bulk orders for major accounts (e.g., Alpen, Xebio, etc.) in NetSuite. Coordinate with the SCM Manager on inventory availability and delivery timelines.
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DTC (B2C): Oversee the flow of individual orders from the ecommerce platform into NetSuite. Verify shipping addresses and ensure "pickandpack" instructions for the 3PL are accurate for individual home delivery.
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Invoicing: Issue "Qualified Invoices" for B2B accounts and ensure digital receipts/invoices are correctly generated for DTC consumers in compliance with Japanese tax laws.
2. Frontline Account and Consumer Support
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B2B Support: Answer retailer inquiries regarding product specs, realtime stock levels, and dealer pricing.
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DTC Support: Provide premium support to individual golfers via email, phone, or chat. Handle questions about order status, custom specs, and delivery ETAs.
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Returns and Warranties: Manage the endtoend return process for both channels. For DTC, this includes coordinating consumer exchanges and "satisfaction guarantee" claims.
3. Conflict Resolution and Reputation Management
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Complaint Handling: Act as the first line of defense for all complaints. Use a "serviceminded" approach to smooth over shipping delays or product issues before they escalate.
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Master Data Support: Support the SCM Manager by flagging errors in customer records, shipping data, or product descriptions in NetSuite.
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Experience: Minimum 3 years in B2B/B2C Customer Service or Sales Support. Experience in the premium golf or luxury consumer goods industry is highly preferred.
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Technical: NetSuite (ERP) experience is highly valued. Familiarity with ecommerce platforms (e.g., Shopify) is a plus.
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Language: Nativelevel Japanese (written and spoken) is mandatory. Ability to maintain a professional, polite, and serviceoriented tone at all times.
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Soft Skills:
Emotional Intelligence: Ability to de-escalate "angry" calls from either a retail buyer or a consumer.
Meticulousness: Precision in entering custom putter specs (length, lie angle, grip choice) is critical to prevent costly errors.
Proactive: High-energy and positive attitude; willing to coordinate across departments to solve a customer's problem.
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Standard Hours: Monday Friday, Standard Business Hours.
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Location: Tokyo (Officebased).
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Social Insurance: Fully covered in compliance with Japan Labor Law.
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Commuting Allowance: Provided (subject to company cap).
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Compensation: Competitive base salary plus performance bonus tied to Individual and Company KPI’s.
At L.A.B. Golf, we're passionate about revolutionizing golf with precision-engineered putters. Our patented Lie Angle Balance (L.A.B.) technology ensures unmatched consistency and accuracy, earning the trust of golfers worldwide. Why Join Us? INNOVATION: Be part of projects that shape golf's future. COLLABORATIVE ENVIRONMENT: We value every team member's voice. COMMITMENT TO EXCELLENCE: High standards in everything we do. GROWTH OPPORTUNITIES: Numerous career development paths. PASSION FOR GOLF: Join a team that shares your enthusiasm for the game. OUR VALUES LOVE: Fostering a supportive and caring environment. UNITY: Power of collaboration and teamwork. CURIOSITY: Embracing creativity and continuous learning. Join L.A.B. Golf and help golfers everywhere play their best game!
