Host Live

Pt Gloria Internasional Abadi; Jawa Barat; On-site; IDR 133,920,000 - 200,880,000; Full time

Job summary

dsm-firmenich in Indonesia seeks a Lead Specialist, CX (Japanese Speaking) to manage order processing and customer communications. You will coordinate with sales, planning, and finance to ensure timely, accurate order fulfillment while upholding OTC guidelines.

The role requires fluent Japanese, strong English, SAP OTC/LE and CRM proficiency, plus project management and Lean Six Sigma training. This position emphasizes customer satisfaction and cross-functional collaboration in a dynamic

Qualifications

• Bachelor's degree with 3+ years in customer service or order management.
• Proficiency in Japanese (spoken/written) to liaise with Japan stakeholders.
• Business-level English (spoken/written) for global teams.
• SAP OTC/LE modules knowledge.
• CRM knowledge and experience preferred.

Responsibilities

• Be the main point of contact between customers, sales and internal departments.
• Process orders within 24 hours after receipt and confirm within 24 hours after entry.
• Communicate rush orders, changes, delays, and price/credit issues with stakeholders.
• Monitor open orders and propose alternatives; support follow-up on payments.

Skills

Japanese language

English language

Project Management

Lean Six Sigma

OTC knowledge

Education

Bachelor's degree

Tools

SAP

CRM

Job description

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Lead Specialist, CX (Japanese Speaking)

Posted 26 days ago

Job Description

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... [text truncated for brevity]