Customer Experience Lead — Japanese Speaking

DSM Nutritional Products; Cileungsi; On-site; IDR 600,000,000 - 800,000,000; Full time

Job summary

dsm-firmenich in Indonesia is seeking a Lead Specialist, CX who will manage order processing and customer communications under OTC principles, focusing on accuracy and timely handling. Proficiency in Japanese is required to liaise with Japan stakeholders; English is used for cross-functional teams.

The role emphasizes collaboration across Sales, Planning, Finance, and Pricing, monitoring order status, blocking issues, and supporting credit follow-up.

Qualifications

• Bachelor’s degree with at least 3 years of relevant experience in customer service and/or order management.
• Proficiency in Japanese (spoken and written) is required.
• Business-level proficiency in English (spoken and written).
• Project Management, Continuous improvement, Lean/Green Belt Six Sigma trained.
• SAP knowledge and experience, especially in OTC & LE modules.
• CRM knowledge and experience preferred.

Responsibilities

• Main point of contact between customers, sales and other internal departments.
• Manage sales orders in-take via email and Web Portal, with processing and confirmation timelines.
• Handle communications about rush orders, order changes, availability, delays, and minimum order value.
• Proactively monitor status of open orders, confirm shipping dates, and propose alternatives.
• Check and monitor order blocks in collaboration with Sales, Planning, Finance and Pricing.
• Support sales management in follow-up on outstanding payments and credit limits.

Skills

Japanese

English

SAP OTC/LE

CRM knowledge

Project Management

Lean Six Sigma

Order Management

Education

Bachelor’s degree

Tools

SAP

Job description

dsm-firmenich in Indonesia is seeking a Lead Specialist, CX who will manage order processing and customer communications under OTC principles, focusing on accuracy and timely handling. Proficiency in Japanese is required to liaise with Japan stakeholders; English is used for cross-functional teams.

The role emphasizes collaboration across Sales, Planning, Finance, and Pricing, monitoring order status, blocking issues, and supporting credit follow-up.