Lead Specialist, CX (Japanese Speaking)

dsm-firmenich; Indonesia; On-site; IDR 180,000,000 - 300,000,000; Full time

Benefits offered by this job

Empowerment

Recognition

Career growth

Sustainable impact

Supportive environment

Job summary

dsm-firmenich in Jakarta, Indonesia is seeking a Lead Specialist (CX) who will manage order processing and ensure timely communications while coordinating with sales and internal teams. The role requires proficiency in Japanese and English to liaise with stakeholders in Japan and global partners.

You will handle order intake via email and Web Portal, confirm orders within 24 hours, monitor status, and support credit and payment follow-ups.

Qualifications

• Bachelor’s degree with at least 3 years of relevant experience in customer service and/or order management.
• Japanese (spoken and written) proficiency required to liaise with stakeholders in Japan.
• Business-level proficiency in English (spoken and written) to communicate effectively with internal teams and global partners.

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 language proficiency

English language proficiency

Project management

Continuous improvement

Lean/Green Belt Six Sigma

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 Affirmative Action Employer. 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.

Please note this is a direct search led by dsm-firmenich. We only accept applications from candidates, not from agencies nor subject to agency’s fees, percentages or similar.