Customer Support Associate - Japan

Our Why At Dotmatics

At Dotmatics, a Siemens company, we believe science, data, and decision-making must be deeply intertwined for innovation to thrive. Our Portfolio includes Luma, Luma Lab Connect, ELN Platform, Graphpad Prism, Geneious, Snap Gene, Protein Metrics, OMIQ, FCS Express, Lab Archives, NQuery, Easy Panel, Soft Genetics and Virscidian.

We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making.

Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now.

Our global team of more than 800 colleagues are dedicated to supporting our customers in over 180 countries. Together, with our scientific community of users, we accelerate scientific innovation in order to make the world a healthier, cleaner, and safer place to live.

You’ll join a collaborative, global team pushing the boundaries of scientific innovation. Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery. We offer a dynamic, remote-friendly environment that fosters high integrity and collaboration, empowering you to excel. Dotmatics is a company built by scientists, for scientists. Combined, we are now the world’s largest cloud-based scientific research R&D platform.

We need your help to keep growing and pioneering the future.

We are looking for a Customer Success Associate to join our Customer Success team in Japan. This role exists to support our Customer Success Lead and ensure our Japanese customers receive consistent, high-quality service at every stage of their journey. The right person for this role is organized, detail-oriented, and takes genuine pride in their work, is a self-starter, and works flexibly with minimal supervision.

You will be the steady hand behind order processing, document management, and day-to-day customer engagement to keep things accurate, moving, and well-communicated.

We are in an active period of change as we integrate with our parent company. Systems and processes are evolving. The ability to follow established workflows carefully, ask good questions, and communicate proactively with teammates across time zones is as important as any technical skill.

• Enter and manage order data across internal systems, ensuring accuracy at every step
• Review incoming order emails to verify invoice amounts, expiration dates, serial numbers, and user information, and transfer relevant data into the appropriate systems
• Register serial numbers in the database, process authentication codes, and complete order data as required
• Generate invoices, delivery slips, and registration certificates in PDF format using internal tools
• Save and organize completed documents in Google Drive and prepare them for final review prior to delivery
• Communicate with team members via Slack in a timely and organized manner, following established team protocols
• Serve as a first point of contact for customer inquiries and requests via email and phone

As a secondary focus

• Build and maintain trusted relationships with customers, ensuring satisfaction with our products and services
• Develop a thorough…