CX Lead, Japanese Speaking — Order Management

Pt Huacheng Building Materials Indonesia; Tangerang; On-site; IDR 279,000,000 - 446,400,000; Full time

Job summary

dsm-firmenich is seeking a Lead Specialist, CX (Japanese Speaking) in Cileungsi, Indonesia to manage accurate and timely order processing in line with OTC principles, coordinating with sales and internal teams to ensure customer satisfaction.

The role requires Japanese language proficiency and business English, with SAP OTC/LE experience and a focus on proactive order status updates and resolving delivery issues. This position supports a diverse, inclusive culture.

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 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 delays in 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 Sales/ Planning/ Finance/ Pricing Agent
• Support sales management in the follow-up on outstanding payments, monitoring and escalating credit limits issues where appropriate

Skills

Customer service

Order management

Communication

Project management

Lean Six Sigma

Japanese language

English language

Cross-functional teamwork

Education

Bachelor's degree

Tools

SAP

CRM

Job description

dsm-firmenich is seeking a Lead Specialist, CX (Japanese Speaking) in Cileungsi, Indonesia to manage accurate and timely order processing in line with OTC principles, coordinating with sales and internal teams to ensure customer satisfaction.

The role requires Japanese language proficiency and business English, with SAP OTC/LE experience and a focus on proactive order status updates and resolving delivery issues. This position supports a diverse, inclusive culture.