Order Management and Billing Specialist

Job Title: Order Management and Billing Specialist Location: Tokyo, Japan About Us: At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale. As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic. Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction. As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences. Learn more at Sitecore.com About the Role: As Billing and Order Processing Specialist for Japan, you will play a key role in supporting Sales and securing revenue through the billing process for the Japan market, while providing coverage across other APJ markets as needed. This bilingual role requires producing Japanese-language invoices and estimates and communicating with customers in both Japanese and English; business-level written and spoken proficiency in both languages is essential. The successful candidate will bring strong communication skills, sound prioritization of urgent requests, and a team-oriented, can-do attitude. What You’ll Do: Partner with Sales, Deal Desk, Sales Support, Legal, and Revenue to support the deal process. Process new deals through CPQ, ensuring all orders comply with Sitecore booking guidelines and are accurately entered for processing. After order completion, ensure fulfilment through timely license-key delivery and SaaS product activation; review and approve processed orders and address complex billing issues. Maintain reliable billing processes and controls to support timely billing and error-free invoices. Ensure SLAs are met for order processing and billing; address queries and issues promptly through timely resolution. Support User Acceptance Testing (UAT) for new internal product and platform rollouts. Apply best practices across geographies and regions to streamline and standardize processes while complying with local regulations and requirements. Research and resolve customer A/R issues, escalating unresolved items promptly to your manager, the A/R team, and cross-functional partners including Sales, Tax, SalesOps, Service Desk, and Marketing. Document all billing correspondence in NetSuite and create reports to support collection efforts. Produce Japanese-language invoices compliant with Japan’s Qualified Invoice System (インボイス制度), including the required tax-amount table. Prepare Japanese-language estimates (見積書) for renewals ahead of renewal dates. Respond to Japanese customer billing queries by phone and email in Japanese, using appropriate business etiquette. Apply Japanese Consumption Tax (JCT) and local statutory invoicing requirements. Other duties and projects as assigned by your manager. What You Need to Succeed: 3+ years of experience in order management, sales operations, or a similar billing and order processing function. Bachelor’s degree in finance/accounting or equivalent. Business-level written and spoken proficiency in both Japanese and English. Working knowledge of Japan’s Qualified Invoice System (インボイス制度) and Japanese Consumption Tax (JCT). Strong understanding of the full order-to-cash business cycle, with experience managing Accounts Receivable within NetSuite and Salesforce. Excellent time-management skills, with the ability to prioritize urgent tasks and maintain quality under time constraints. Willingness to work additional hours during peak periods to support global needs, including month-end close. Strong attention to detail and thorough execution. Additional Skills That Set You Apart: Proficiency in Copilot and M365 suites. Tech-industry experience preferred. Experience with vendor portal management (Ariba, Coupa, etc.), Salesforce and Netsuite. Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.