Japanese CX Lead: Order Processing & Customer Success

Rgf Hr Agent Indonesia; Bekasi; On-site; IDR 167,400,000 - 279,000,000; Full time

Benefits offered by this job

Empowerment

Recognition & achievements

Career impact opportunity

Better futures for customers & planet

Accountability

Supportive environment

Job summary

DSM-Firmenich is seeking a Lead Specialist, CX (Japanese Speaking) in Indonesia (Cileungsi) for a full-time permanent role. You will be the main contact between customers, sales and internal teams, handling order intake, processing, and timely communication to ensure customer satisfaction and smooth supply chain operations.

The position requires Japanese language proficiency, business-level English, and experience in OTC SAP modules, along with project management and continuous improvement

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).
• 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 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 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 language proficiency

English language proficiency

Customer service

Order management

Communication

Education

Bachelor's degree

Tools

SAP OTC LE

CRM systems

Job description

DSM-Firmenich is seeking a Lead Specialist, CX (Japanese Speaking) in Indonesia (Cileungsi) for a full-time permanent role. You will be the main contact between customers, sales and internal teams, handling order intake, processing, and timely communication to ensure customer satisfaction and smooth supply chain operations.

The position requires Japanese language proficiency, business-level English, and experience in OTC SAP modules, along with project management and continuous improvement