Senior Customer Service Officer – Care Chemicals (Japanese)

About the role

The Senior Customer Service Officer will ensure accurate, timely and compliant execution of end‑to‑end Order‑to‑Cash (OTC) processes for Care Chemicals customers. Acting as the main interface for Japanese‑speaking accounts, the role supports business continuity, resolves issues and builds long‑term relationships.

Key responsibilities

• Create, maintain and process sales orders in SAP, monitor order, delivery and invoice status, and coordinate with planners, logistics and supply units to meet KPIs.
• Communicate delivery updates, order changes and exceptions to customers and internal stakeholders.
• Handle returns, credit and debit notes according to established procedures.
• Serve as the primary contact for customer enquiries, requests and service‑related issues, ensuring solution‑oriented communication.
• Prepare and verify order‑related and shipping documentation, ensuring compliance with internal policies and trade regulations.
• Register and manage customer complaints in the NCM system, coordinating with Quality, Logistics, Sales and Finance to resolve issues and follow up with corrective actions.
• Support continuous improvement initiatives within the OTC process and collaborate with cross‑functional partners.

Required profile

• Several years of experience in Order‑to‑Cash or customer service functions, preferably within the chemicals or related industrial sector.
• Fluent Japanese language skills for direct communication with Japanese‑speaking customers.
• Strong analytical mindset with the ability to monitor KPIs and drive process discipline.
• Excellent written and verbal communication skills in English.

Required skills

• SAP (order processing and master data management)
• Japanese language proficiency