Lead CX Specialist - Japanese (Order Management)

Pt Fortis Pro Construct; Jawa Barat; On-site; IDR 300,000,000 - 480,000,000; Full time

Job summary

DSM-Firmenich in Indonesia is seeking a Lead Specialist, CX with Japanese proficiency to coordinate Order to Cash processes and customer communications. You will manage order intake, ensure timely processing within 24 hours, and liaise with sales and finance to resolve delivery issues.

The role requires strong Japanese and English skills, a Bachelor's degree, and experience in OTC/LE SAP modules; PMP/Lean Six Sigma training is a plus, with a focus on customer satisfaction and cross-functional

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 trained.
• SAP knowledge and experience, especially OTC & LE modules.
• CRM knowledge and experience preferred.

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

Customer service

Order management

OTC/LE SAP

CRM knowledge

English proficiency

Project management

Lean Six Sigma

Education

Bachelor's degree

Tools

SAP

CRM

Job description

DSM-Firmenich in Indonesia is seeking a Lead Specialist, CX with Japanese proficiency to coordinate Order to Cash processes and customer communications. You will manage order intake, ensure timely processing within 24 hours, and liaise with sales and finance to resolve delivery issues.

The role requires strong Japanese and English skills, a Bachelor's degree, and experience in OTC/LE SAP modules; PMP/Lean Six Sigma training is a plus, with a focus on customer satisfaction and cross-functional