Lead CX Specialist - Japanese (Order Management)

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

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