CX Lead - Japanese-Speaking Order Specialist

DSM-Firmenich AG; Jakarta Pusat; On-site; IDR 167,400,000 - 234,360,000; Full time

Job summary

DSM-Firmenich AG in Jakarta, Indonesia seeks a Lead Specialist, CX (Japanese Speaking) to manage order processing under OTC guidelines and coordinate with sales and internal teams to ensure timely, accurate communications. The role emphasizes customer satisfaction and adherence to supply conditions.

Requirements include a Bachelor’s degree with 3+ years in customer service or order management, native-level Japanese skills, and strong English communication.

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) 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 in-take 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 (spoken & written)

Customer service

Order management

Project management

Lean Six Sigma

English (business)

CRM

SAP OTC/LE

Education

Bachelor’s degree

Tools

SAP OTC/LE

CRM

Job description

DSM-Firmenich AG in Jakarta, Indonesia seeks a Lead Specialist, CX (Japanese Speaking) to manage order processing under OTC guidelines and coordinate with sales and internal teams to ensure timely, accurate communications. The role emphasizes customer satisfaction and adherence to supply conditions.

Requirements include a Bachelor’s degree with 3+ years in customer service or order management, native-level Japanese skills, and strong English communication.