Customer Service Professional I

JOB DESCRIPTION

• Deliver product demonstrations of GCM to customers, respond to inquiries, and effectively communicate the value of the service.
• When answers are not immediately available, coordinate with the global team to obtain accurate information and follow up with customers.
• Understand the basic logic behind pricing calculations and provide customers with estimated costs.
• Support sales staff and stakeholders during customer price negotiations by supplying necessary information and insights.
• Manage the setup of trial environments and coordinate required procedures, acting as the primary point of contact for Japanese customers and liaising with the global team for necessary arrangements.
• Gather and understand customer needs, and proactively provide feedback to the GCM project team to contribute to service quality improvements and ongoing enhancements.
• Handle various customer inquiries (via phone, email, etc.), provide timely responses, and resolve individual issues efficiently.
• Contribute to customer satisfaction and help expand subscription coverage through excellent service and support.
• Read and comply with Underwriters Laboratories' Code of Conduct and adhere to all physical and digital security protocols.
• Perform other duties as required.

RESPONSIBILITIES

• GCMに関するデモを顧客に提供し、質問に答え、GCMの価値を訴求します。回答が不明な場合は、グローバルチームに問合わせ、回答を得て、顧客に連絡します。
• 価格計算の基本的なロジックを理解し、概算必要を顧客に伝えます。営業スタッフ（及び関係者）が顧客と価格交渉を行う際、必要な情報提供などのサポートを行います。
• トライアル環境の準備や、その為に必要な手続きなど、日本の顧客窓口としてやり取りを行い、グローバルチームと必要なアレンジを行います。
• 顧客のニーズを理解し、GCMプロジェクトチームにフィードバックし、サービスにおける品質向上と継続的な改善のため、チームに積極的に参加します。
• 顧客からの様々な問い合わせ（電話、メールなど）を受け付け、質問に回答し、個々の問題を迅速に解決します。
• 顧客満足度の向上と、それを通じた購読範囲の拡大に貢献します。
• Underwriters Laboratoriesの行動規範を読み、遵守し、物理的およびデジタルセキュリティに関するすべての対策を遵守します。
• 必要に応じてその他の業務を遂行します。

QUALIFICATIONS

• High School diploma or equivalent, plus two or more years of Customer Service or Sales experience.
• Demonstrated ability to respond appropriately to customer needs.
• Demonstrated ability to successfully multi-task.
• Demonstrated ability to work effectively with a diverse team.
• Experience in the TIC (Testing, Inspection, and Certification) industry or in regulatory-related roles is a plus.
• Experience working in the SaaS industry is a plus.

ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
ABOUT THE TEAM
Imagine getting your hands on new technology before it hits the shelves. To dig deep and figure out exactly how it works. That's what we do. We lift the lid and test the boundaries on a huge range of products, from health-monitoring smart watches monitoring to electric vehicles loaded with the latest software. We're always looking for people who are passionate about innovation, embrace change and love new and exciting challenges. Join our team, influence emerging technology and forge a successful career at the center of safety science.