CX Lead Specialist — Japanese Speaker

Pt Alisha Bogaprima Inovasitama; Tangerang; Vor Ort; IDR 180.000.000 - 300.000.000; Vollzeit

Zusammenfassung

dsm-firmenich seeks a Lead Specialist, CX (Japanese Speaking) to manage accurate order processing within OTC guidelines. You will coordinate with sales, customers, and internal teams to ensure timely order entry, alignment with product availability, and smooth communications across functions.

The role requires Japanese language fluency, strong English communication, and experience in SAP OTC. Based in Indonesia, the position emphasizes customer satisfaction and adherence to supply constraints.

Qualifikationen

• 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).
• Project Management, Continuous improvement, Lean/Green Belt Six Sigma trained.
• SAP knowledge and experience, especially in OTC & LE modules.
• CRM knowledge and experience preferred.

Aufgaben

• 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.

Kenntnisse

Japanese proficiency

English proficiency

Order management

SAP OTC

CRM

Ausbildung

Bachelor's degree

Tools

SAP

CRM

Jobbeschreibung

dsm-firmenich seeks a Lead Specialist, CX (Japanese Speaking) to manage accurate order processing within OTC guidelines. You will coordinate with sales, customers, and internal teams to ensure timely order entry, alignment with product availability, and smooth communications across functions.

The role requires Japanese language fluency, strong English communication, and experience in SAP OTC. Based in Indonesia, the position emphasizes customer satisfaction and adherence to supply constraints.