CX Lead, Japanese Speaking — Order & Customer Success

Pt Terumo Indonesia; Jawa Barat; On-site; IDR 250,000,000 - 390,000,000; Full time

Benefits offered by this job

Empowerment to contribute meaningfully

Recognition and celebration of efforts

Career impact and growth opportunities

Commitment to sustainable business and

Job summary

Lead Specialist, CX (Japanese Speaking) at dsm‑firmenich based in Indonesia, focusing on accurate OTC order processing and exceptional customer communication. You will coordinate with sales and internal teams to ensure timely order intake and confirmations, addressing delays and blockers while upholding supply conditions.

The role requires fluent Japanese, strong English communication, and a background in project management with Lean Six Sigma training.

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 to liaise with stakeholders in Japan.
• Business-level proficiency in English (spoken and written) to communicate effectively with internal teams and global partners.
• 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 intake via email and Web Portal. Order processing within 24 hours after receipt of order, and order confirmation within 24 hours after order entry
• Professionally handle communication with customers and/or account managers regarding rush orders, order change requests, product availability issues, potential and/or known delays in product deliveries and orders under the minimum order value
• Proactively monitor status of open orders, confirm shipping dates, communicate problems and delays to customers and account managers, propose alternatives where appropriate
• Check and monitor order blocks: pricing, credit, allocation, availability blocks, works in close collaboration with various functions - Sales/ Planning/ Finance/ Pricing Agent
• Support sales management in the follow-up on outstanding payments, monitoring and escalating credit limits issues where appropriate

Skills

Japanese language

English language

Project management

Lean/Six Sigma

OTC/LE knowledge

Education

Bachelor’s degree

Tools

SAP

CRM

Job description

Lead Specialist, CX (Japanese Speaking) at dsm‑firmenich based in Indonesia, focusing on accurate OTC order processing and exceptional customer communication. You will coordinate with sales and internal teams to ensure timely order intake and confirmations, addressing delays and blockers while upholding supply conditions.

The role requires fluent Japanese, strong English communication, and a background in project management with Lean Six Sigma training.