Lead Specialist, CX (Japanese Speaking)

dsm-firmenich; Cileungsi; On-site; IDR 300,000,000 - 420,000,000; Full time

Job summary

dsm-firmenich in Jakarta, Indonesia, seeks a Lead Specialist, CX, fluent in Japanese, to manage accurate and timely order processing in line with OTC principles. You will coordinate across functions, ensuring customer satisfaction while upholding supply conditions.

The role requires a Bachelor’s degree with 3+ years in customer service/order management, proficiency in Japanese and English, and experience with SAP OTC/LE and CRM.

Qualifications

• Bachelor’s degree with 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).
• 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, and order confirmation within 24 hours after entry.
• Handle communications with customers and account managers regarding rush orders, changes, availability issues, delays, and minimum order value.
• Monitor status of open orders, confirm shipping dates, communicate problems and delays, and propose alternatives as needed.
• Check and monitor order blocks in collaboration with Sales/Planning/Finance/Pricing Agent.
• Support sales management in follow-up on outstanding payments and escalate credit limits issues where appropriate.

Skills

Japanese speaking

English proficiency

Customer service

Order management

Project management

Education

Bachelor’s degree

Tools

SAP OTC LE

CRM

Job description

Job title – Lead Specialist, CX (Japanese Speaking)

Location – Jakarta, Indonesia

As a Lead Specialist (CX), you will be responsible for managing accurate and timely order processing in line with Order to Cash (OTC) principles and guidelines. You’ll handle all related communications, ensuring smooth coordination across functions while maintaining a strong focus on customer satisfaction and adherence to supply conditions.

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work to not only benefit our People, Customers & Communities but also drive business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.

Key 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

We bring

• Empowerment to make meaningful contributions while upholding ethical standards.
• Recognition and celebration of your efforts and accomplishments.
• Opportunity to build a career making a significant impact on billions of lives, with the freedom to shape your own path.
• Dedication to creating better futures for customers, communities, people, and the planet.
• Responsibility and accountability in living company values and driving sustainable solutions.
• Supportive environment where individuals are empowered to progress and contribute to meaningful change.

You bring

• 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

Equal opportunities commitment

dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate, there’s a place for everyone at dsm-firmenich.

dsm-firmenich is an Equal Opportunity and Affir dsm-firmenich people are as diverse as our customers. For us that includes a commitment to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know.

About DSM-Firmenich

As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss-Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life™ every day, everywhere, for billions of people.