Export Import Staff - Mandarin Speaker

Pt Glory Ocean Logistics; Jawa Barat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

dsm-firmenich is seeking a Lead Specialist, CX (Japanese Speaking) to drive order management accuracy and timely processing in Indonesia. You will be the main contact across customers, sales, and internal teams, ensuring clear communication on rush orders, delays, and changes while maintaining excellent customer service standards.

Your role requires coordinating with cross-functional partners to ensure orders are processed within tight timelines and aligned with OTC guidelines, supporting supply

Qualifications

• Bachelor's degree in a related discipline with relevant experience.
• Fluent Japanese (spoken and written) to liaise with stakeholders in Japan.
• Business-level English for internal and external communications.
• PM, Lean/Continuous improvement; Six Sigma (Green Belt preferred).
• SAP knowledge, especially OTC and LE modules; CRM experience is a plus.

Responsibilities

• Serve as main liaison between customers, sales, and internal teams.
• Process sales orders via email and Web Portal with 24-hour turnaround.
• Communicate rush orders, changes, delays, and exceptions to stakeholders.
• Monitor order status, shipping dates, and potential bottlenecks; propose alternatives.
• Review blocks (pricing, credit, availability) with Sales/Planning/Finance.

Skills

Japanese language

English language

Project management

Lean Six Sigma

CRM knowledge

SAP OTC/LE

Education

Bachelor's degree

Tools

SAP OTC/LE

CRM

Job description

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Lead Specialist, CX (Japanese Speaking)

Posted 1 day ago

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Job Description

**J** **ob title** - Lead Specialist, CX (Japanese Speaking)
**Location** - Cileungsi, Indonesia
As a Lead Specialist (CX), you will be responsible for managing accurate and timely order processing in line with Order to Cash (OTC) principles and guidelines. You'll handle all related communications, ensuring smooth coordination across functions while maintaining a strong focus on customer satisfaction and adherence to supply conditions.
At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work to not only benefit our People, Customers & Communities but also drive business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.
**Key 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
**We bring**
+ Empowerment to make meaningful contributions while upholding ethical standards.
+ Recognition and celebration of your efforts and accomplishments.
+ Opportunity to build a career making a significant impact on billions of lives, with the freedom to shape your own path.
+ Dedication to creating better futures for customers, communities, people, and the planet.
+ Responsibility and accountability in living company values and driving sustainable solutions.
+ Supportive environment where individuals are empowered to progress and contribute to meaningful change.
**You bring**
+ 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
**Equal opportunities commitment**
dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate, there's a place for everyone at dsm-firmenich.
dsm-firmenich is an Equal Opportunity and Aff…