Senior CX Lead (Japanese Speaking)

Pengiklan Anonim; Jawa Barat; On-site; IDR 156,240,000 - 245,520,000; Full time

Job summary

dsm-firmenich is seeking a Lead Specialist, CX (Japanese Speaking) in Cileungsi, Indonesia. You will manage accurate and timely order processing following OTC principles, handling communications across functions to ensure customer satisfaction and adherence to supply conditions.

Strong Japanese and English skills, plus SAP OTC/LE experience, are essential. You will coordinate with sales, planning, and finance to resolve issues, while supporting payments and process improvements.

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, 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

English language

Project Management

Continuous improvement

Lean Six Sigma

CRM knowledge

Education

Bachelor's degree

Tools

SAP (OTC/LE)

CRM systems

Job description

dsm-firmenich is seeking a Lead Specialist, CX (Japanese Speaking) in Cileungsi, Indonesia. You will manage accurate and timely order processing following OTC principles, handling communications across functions to ensure customer satisfaction and adherence to supply conditions.

Strong Japanese and English skills, plus SAP OTC/LE experience, are essential. You will coordinate with sales, planning, and finance to resolve issues, while supporting payments and process improvements.