Lead Specialist, CX (Japanese Speaking)

DSM
Jakarta
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 3+ yearsEducation: bachelorsSkills: ["Communication","Customer focus","Cross-functional coordination","Continuous improvement","Project management"]

Manage accurate, timely customer order processing in line with Order-to-Cash (OTC) principles and guidelines. Serve as the main point of contact between customers, sales, and internal teams, handling order intake through email and a web portal and coordinating order confirmations within defined timelines. Proactively monitor open orders, manage rush orders and order changes, communicate availability and delivery delays, and collaborate across Sales, Planning, Finance, and Pricing while supporting follow-up on outstanding payments and credit limit issues.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
DSM
DSM
1 day ago

Lead Specialist, CX (Japanese Speaking)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Manage accurate, timely customer order processing in line with Order-to-Cash (OTC) principles and guidelines. Serve as the main point of contact between customers, sales, and internal teams, handling order intake through email and a web portal and coordinating order confirmations within defined timelines. Proactively monitor open orders, manage rush orders and order changes, communicate availability and delivery delays, and collaborate across Sales, Planning, Finance, and Pricing while supporting follow-up on outstanding payments and credit limit issues.
Location: Jakarta
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Act as the main point of contact between customers, sales, and internal departments for order processing.
  • •Manage sales order intake via email and Web Portal, ensuring processing within 24 hours and order confirmation within 24 hours after entry.
  • •Handle customer and/or account manager communications for rush orders, order changes, product availability issues, minimum order value orders, and delivery delays.
  • •Proactively monitor open order status, confirm shipping dates, communicate problems and delays, and propose alternatives where appropriate.
  • •Check and monitor order blocks (pricing, credit, allocation, availability) and support follow-up on outstanding payments and credit limit escalations.

Pay and Benefits

Perks:Unlimited Learning

Key Requirements

  • •Bachelor’s degree with at least 3 years of relevant experience in customer service and/or order management.
  • •Proficiency in Japanese (spoken and written) to liaise with stakeholders in Japan.
  • •Business-level proficiency in English (spoken and written) for communication with internal teams and global partners.
  • •Project management and continuous improvement experience; Lean/Green Belt Six Sigma trained.
  • •SAP knowledge and experience, especially in OTC & LE modules; CRM knowledge preferred.
Experience:3+ yearsCustomer serviceOrder management
Education:Bachelor's
Skills:CommunicationCustomer focusCross-functional coordinationContinuous improvementProject management
Certifications:LeanGreen Belt Six Sigma
Languages:JapaneseEnglish
Tech Stack:SAPOrder to Cash (OTC)OTCLECRMWeb PortalEmailLeanGreen Belt Six Sigma

Company Brief

DSM
DSM-Firmenich is a global leader in food ingredients, nutrition, fragrances and beauty solutions, formed by the merger of DSM and Firmenich to provide sustainable, science-driven products and services across food, health and personal care industries.
Industry: Chemical Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Headquarters: Geneva, Switzerland
Founded: 2023
WebsiteLinkedIn