Order Management Specialist (Japanese Speaking)

BP Business Service Centre Asia Sdn Bhd; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading company is seeking an Order Management Specialist who speaks Japanese. This role involves managing customer orders for Marine and Energy products, ensuring compliance, and providing excellent customer service. The ideal candidate will have a strong understanding of the order-to-cash process and be proficient in relevant systems.

Benefits

Health Insurance

Medical Care

Learning and Development Opportunities

Qualifications

• At least 36 months in customer service, preferably in a call center.
• Strong understanding of customer needs and behaviors.

Responsibilities

• Manage relationships with customers and coordinate with various teams.
• Handle inquiries and orders via phone, email, and fax.
• Monitor order values against credit limits and escalate violations.

Skills

Japanese

Communication

Problem Solving

Organizational

Time Management

Education

Bachelor’s degree

Tools

SAP

MS Office

Siebel

Job description

Order Management Specialist (Japanese Speaking)

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The GME Order Manager (OM) role serves as the key contact for customers when placing orders for International, Domestic Marine, and Energy products and services. The main responsibilities include managing customer relationships on behalf of the Marine and Energy sectors and overseeing the entire order-to-invoice process.

The OM must ensure that customer orders align with brand offerings before placement and keep customers informed about delivery progress, such as vessel ETA changes, port nominations, product shortages, out-of-hours incidents, and spot price inquiries. A deep understanding of shipping, Marine, and Energy markets, customer service processes, and the global supply network is essential.

Key Accountabilities

1. Manage relationships: Act as the primary contact for customers, coordinating with purchase staff, Chief Engineers, Sales Managers, and Supply/Logistics teams worldwide, demonstrating excellent communication skills and cultural awareness.
2. Operational tasks: Handle inquiries and orders via phone, email, and fax, ensuring all information is accurate, acknowledged promptly, and compliant with the company's offers. Guide customers on port selections, challenge out-of-offer orders, and optimize lifting schedules.
3. Problem resolution: Take corrective actions for unforeseen circumstances, advise on alternative ports or products, and seek technical advice when necessary.
4. Financial compliance: Monitor order values against credit limits, escalate violations, and keep customers informed.
5. Pricing and instructions: Provide price information, advise on delivery points, issue delivery instructions, and confirm orders.
6. Record keeping: Document complaints and non-conformances, manage lost orders, and monitor delivery statistics.
7. Decision-making: Prioritize tasks independently and manage time effectively.
8. Knowledge development: Build expertise in the shipping industry, train customers on DMS/PSD, gather market intelligence, and identify new sales opportunities.
9. System operation: Use Manta and SAP systems for invoicing, order amendments, and clearing suspense.
10. Feedback and technical support: Communicate customer issues to the account manager, handle technical inquiries, and escalate significant problems appropriately.
11. Performance tracking: Monitor IFOT service metrics and seek continuous improvement.
12. Pattern analysis: Review historical data to optimize lifting patterns and reduce rushed orders.

Required Skills and Experience

• Proficiency in Japanese is mandatory.
• Bachelor’s degree or equivalent with at least 36 months in customer service, preferably in a call center or Business Service Center environment.
• Strong understanding of customer needs, behaviors, and specific requirements.
• Excellent communication skills, both written and oral, with the ability to build effective relationships.
• Comprehensive understanding of the end-to-end order-to-cash process.
• Strong organizational, time management, and problem-solving skills.
• Self-motivated, proactive, and highly motivated.
• Experience with SAP, Siebel, and MS Office applications.

At BP, we offer a diverse and inclusive environment with benefits such as health insurance, medical care, learning and development opportunities, and more. We are committed to equal opportunity employment and value diversity, without discrimination based on race, religion, gender, or other statuses.