Lead CX Specialist - Japanese Speaking (OTC Orders)

Pt Bon Cafe Indonesia; Jawa Barat; On-site; IDR 180,000,000 - 260,000,000; Full time

Job summary

Pt Bon Cafe Indonesia seeks a Lead Specialist, CX (Japanese Speaking) to manage accurate, timely order processing and cross-functional communications in line with OTC principles. You will ensure high customer satisfaction while coordinating with sales, planning and finance teams in Indonesia.

The role requires fluent Japanese, strong English communication, and project management experience. Join a globally oriented team focused on durable supply and service excellence.

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 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.

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 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

Lean Six Sigma

SAP

CRM

Education

Bachelor's degree

Tools

SAP

CRM

Job description

Pt Bon Cafe Indonesia seeks a Lead Specialist, CX (Japanese Speaking) to manage accurate, timely order processing and cross-functional communications in line with OTC principles. You will ensure high customer satisfaction while coordinating with sales, planning and finance teams in Indonesia.

The role requires fluent Japanese, strong English communication, and project management experience. Join a globally oriented team focused on durable supply and service excellence.