Bilingual CX Lead: Japanese-English Order Management

Pt Tez Capital And Finance; Jawa Barat; Vor Ort; IDR 40.000.000 - 65.000.000; Vollzeit

Zusammenfassung

dsm-firmenich is seeking a Lead Specialist, CX (Japanese Speaking) in Cileungsi, Indonesia. You will drive accurate order processing under OTC guidelines and ensure timely communication across sales and internal teams, maintaining high customer satisfaction.

You will liaise with Japan stakeholders in Japanese and communicate with global partners in English, applying project management and continuous improvement practices to streamline order flows and resolve issues quickly.

Qualifikationen

• Bachelor's degree with at least 3 years of customer service and/or order management experience.
• Proficiency in Japanese (spoken and written) required to liaise with Japan stakeholders.
• Business-level English (spoken and written) for internal and global partner communication.
• Project management, continuous improvement, Lean/Green Belt Six Sigma training.
• SAP knowledge, especially OTC & LE modules; CRM knowledge preferred.
• Experience coordinating across sales, planning, finance and pricing teams.

Aufgaben

• Be the main point of contact between customers, sales and internal departments.
• Manage order intake via email and Web Portal; process within 24 hours of receipt.
• Communicate with customers on rush orders, changes, delays, or minimum orders.
• Monitor open orders, confirm shipping dates, flag problems, and propose alternatives.
• Check blocks (pricing, credit, allocation, availability) with Sales/Planning/Finance.
• Support sales in follow-up on payments and escalate credit limits when needed.

Kenntnisse

Japanese language

English language

Project management

Lean Six Sigma

Continuous improvement

CRM knowledge

Ausbildung

Bachelor's degree

Tools

SAP OTC LE

CRM systems

Jobbeschreibung

dsm-firmenich is seeking a Lead Specialist, CX (Japanese Speaking) in Cileungsi, Indonesia. You will drive accurate order processing under OTC guidelines and ensure timely communication across sales and internal teams, maintaining high customer satisfaction.

You will liaise with Japan stakeholders in Japanese and communicate with global partners in English, applying project management and continuous improvement practices to streamline order flows and resolve issues quickly.