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Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. Headquartered in Minnesota, we offer our colleagues the ability to work globally, in a flexible and collaborative environment. Our team makes an impact!!

The Company: Entrust relies on curious, dedicated and innovative individuals whom anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust’s technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers.

We Believe: Securing identities is most effective when we value all identities. We are committed to ensuring that, through diversity and inclusion, the many voices that make up our communities are heard. From unconscious bias training for managers to global affinity groups that create connections both within and across our enterprise, Entrust expects and encourages all individuals to accept and respect one another. And, of course, to be themselves.

アカウント スペシャリストは、Entrust の社内・外の顧客に信頼性の高いカスタマー サービス エクスペリエンスを提供します。 この職務では、下記について自分で正しい判断をする必要があります。 顧客関係を構築し、担当するすべての顧客プロジェクトと注文を管理すること。 Entrust のビジネス プラクティスとシステムを解釈して適用すること。 顧客満足に関するすべての問題をトラブルシューティングして解決すること。

当社の社員は、お客様との信頼関係を構築し、効果的かつタイムリーな結果を提供することで、業界最高の経験を実証しています。

責任の範囲

• 社内・外との連絡を通じて、受注から納品まで円滑に進むよう管理する。

• 顧客の注文管理と問題解決を提供する。例：

o 顧客に正確で効果的な注文管理を提供するために、レポート情報を分析し活用する。

o 社内チーム、代理店、顧客と効果的な業務関係を構築し、維持する。

o 潜在的な問題を特定し、積極的に対処することで、社内・外の顧客への役割を果たす。

例: 納期の厳守、正確な数量、特別な出荷指示対応など。

o マルチタスク環境で作業しながら、運用ルールに準拠する。

o 価格や在庫状況の問い合わせなどに正確に対応する。

• 顧客からの問い合わせを精査の上解決する。

• 注文に関するステータスの更新を顧客と営業チームに提供する。

• 顧客体験を向上させるために、プロセスやシステムの改善に取り組む。

• 「顧客」と「直接顧客に対応しない同僚」との連絡役を務め、タイムリーで適切な情報の受渡しと問合わせへの対応を確実に行う。問い合わせを適切なデータベースに正確に記録し、適切なサポートチームに繋ぐ。

• チームの専門家との連絡係となる。

• 品質、正確性、適時性、効果的なコミュニケーションを重視し、アカウントスペシャリストのパフォーマンス基準と指標を満たし、更に向上する。

• 必要に応じて同僚と協力し、作業負荷を管理する。

資格:

必須の資格

• 注文管理またはサプライ チェーンの職務経験が 4 年以上あること。

• 統合ビジネスシステムを活用したサービスまたは製造環境での経験があること。

• 言語: ビジネスレベルの英語、母国語レベルの日本語 を使えること。

• 優れた口頭および書面によるコミュニケーションスキルがあること。

• 一人でもチーム環境下でも、仕事に関連するすべてにおいてプロフェッショナルレベルの働きができること。

• リモートチーム環境で優れたコラボレーションスキルを発揮できること。

望ましい資格:

• B2B環境でのカスタマーサービスの経験があること。

• ERPの使用経験があること 。

• Salesforce.com または他の CRM システムに精通していること。

• e-commerceの受注管理業務経験

The Account Specialist is responsible for providing Entrust’s internal and external customers with a highly-reliable customer service experience. The position requires the use of independent judgment to: build customer relationships, manage all assigned customer projects and orders; interpret and apply Entrust business practices and systems; troubleshoot and resolve all customer satisfaction issues.

Our colleagues demonstrate best-in-industry experiences by building trust and providing effective and timely results for our customers.

Responsibilities:

• Proactively manage all orders from receipt to closure, communicating via email and phone calls.

• Provide customer order management and issue resolution including, but not limited to:

• Analyzes and manages reporting information as it applies to delivering accurate and effective order management to customers.

• Develops and maintains effective working relationships with internal teams, partners and customers.

• Delivers on commitments to internal and external customers by identifying unseen barriers and addressing in a proactive manner. Ex: on-time delivery, correct quantities, special shipping instructions, etc.

• Serves in compliance with the operational rules while working in a multi-task environment.

• Accurately validates pricing and availability inquires, etc.

• Identify, research, and resolve customer questions and inquiries

• Provide status updates to customers and Sales regarding orders.

• Address opportunities for process and/or system improvements to enhance the customer experience.

• Serve as a liaison between customers and non-customer facing colleagues to ensure timely, appropriate transfer of information and response to inquiries. Accurately documents inquiries into proper databases and routes to appropriate support teams.

• Will serve as a subject matter expert liaison for the team.

• Meet or exceed Account Specialist performance standards and metrics with a focus on quality, accuracy, timeliness and effective communication.

• Collaborate with colleagues as needed to manage workload.

Qualifications:

Basic Qualifications

• 4+ years of order management or supply chain management role experience

• Experience in a service or manufacturing environment utilizing integrated business systems.

• Language: Business level English, and Native level Japanese

• Excellent verbal and written communication skill.

• Able to work independently and in a team environment, demonstrating professional demeanor in all work-related interactions.

• Demonstrate excellent collaboration skill in a remote team environment

Preferred Qualifications:

• Customer Service experience in a B2B to business environment

• Familiarity with ERP systems, specifically for order management

• Proficiency with Salesforce.com or another CRM system

• E-commerce order management experience

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For US roles, or where applicable:

Entrust is an EEO/AA/Disabled/Veterans Employer

For Canadian roles, or where applicable:

Entrust values diversity and inclusion and we are committed to building a diverse workforce with wide perspectives and innovative ideas. We welcome applications from qualified individuals of all backgrounds, and we strive to provide an accessible experience for candidates of all abilities.

If you require an accommodation, contact accessibility@entrust.com .

Recruiter:

James Beck

James.Beck@entrust.com

Entrust is an innovative leader in identity-centric security solutions, providing an integrated platform of scalable, AI-enabled security offerings. We enable organizations to safeguard their operations, evolve without compromise, and protect their interactions in an interconnected world – so they can transform their businesses with confidence. Entrust supports customers in 150+ countries and works with a global partner network, we are trusted by the world most trusted organizations.