Japanese-Speaking CX Lead: Order Management & CS

Rgf Hr Agent Indonesia; Jawa Barat; On-site; IDR 180,000,000 - 280,000,000; Full time

Benefits offered by this job

Empowerment to contribute

Recognition and rewards

Career development opportunities

Sustainable solutions orientation

Supportive environment

Job summary

dsm-firmenich in Indonesia is seeking a Lead Specialist, CX (Japanese Speaking) to manage order processing and coordinate across functions, ensuring accurate OTC handling and timely communication with customers.

The role requires fluency in Japanese and English, with a background in order management, project management, and process improvement to support on-time deliveries and continuous optimization.

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) is required 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 training.

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

English

Project Management

Continuous Improvement

Lean Six Sigma

Education

Bachelor's degree

Job description

dsm-firmenich in Indonesia is seeking a Lead Specialist, CX (Japanese Speaking) to manage order processing and coordinate across functions, ensuring accurate OTC handling and timely communication with customers.

The role requires fluency in Japanese and English, with a background in order management, project management, and process improvement to support on-time deliveries and continuous optimization.