CSR Supervisor

Caldic; Tangerang; On-site; IDR 200,880,000 - 312,480,000; Full time

Benefits offered by this job

Global opportunities

Diversity and inclusion

Job summary

Caldic Indonesia seeks a CSR Supervisor to supervise and coordinate daily customer service operations, ensuring service objectives, quality standards, and targets are achieved. The role requires strong knowledge of customer service processes, team coordination, and issue resolution.

The position involves analyzing performance, guiding team members, and coordinating with stakeholders to ensure smooth customer service delivery.

Qualifications

• Strong analytical, problem-solving, and decision-making skills.
• Strong communication and interpersonal skills to coordinate with team members.
• Ability to monitor performance and provide actionable recommendations.
• Team supervision and coaching skills to support performance and quality.
• Ability to handle customer issues and operational escalations.
• Technical proficiency in customer service systems and CRM platforms.
• Identify process improvements and support service enhancements.

Responsibilities

• Manage and process customer orders in JDE, including order confirmation and documentation.
• Coordinate delivery schedules with customers, Sales, logistics providers, and warehouses.
• Handle customer inquiries, order issues, claims, and special requests.
• Maintain relationships and effective communication with customers and internal stakeholders.
• Monitor orders and shipments to ensure timely and accurate delivery.
• Ensure accurate pricing, shipping documentation, and customer invoicing.
• Maintain records related to orders and shipments.
• Support logistics payments and coordination with Accounting.
• Support compliance with Safety, Quality, and ISO 22000 requirements.
• Support internal and external audits related to quality and certification.

Skills

Analytical

Problem solving

Communication

Team supervision

Customer service

Cross-functional

Data interpretation

Tools

SAP

J.D. Edwards

Job description

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As aCSR Supervisor, you are responsible for supervising and coordinating daily customer service operations to ensure service objectives, quality standards, and operational targets are achieved. The role requires strong knowledge and experience in customer service processes, team coordination, and issue resolution.

The position involves analyzing operational performance, identifying service gaps, providing guidance to team members, and coordinating with relevant stakeholders to ensure smooth and consistent customer service delivery. Activities require sound judgment, problem-solving skills, and alignment with other functions within the organization.

Key Responsibilities

• Manage and process customer orders in JDE, including order confirmation and documentation.
• Coordinate delivery schedules with customers, Sales, logistics providers, and warehouses.
• Handle customer inquiries, order issues, claims, and special requests.
• Maintain good relationships and effective communication with customers and internal stakeholders.
• Monitor orders and shipments to ensure timely and accurate delivery.
• Ensure accurate pricing, shipping documentation, and customer invoicing.
• Maintain proper records and documentation related to orders and shipments.
• Support logistics payment processes and coordination with Accounting.
• Support compliance with company Safety, Quality, and ISO 22000 requirements.
• Support internal and external audits related to quality and certification.

Skills

Strong analytical, problem-solving, and decision-making skills.

Strong communication and interpersonal skills to effectively coordinate with team members and stakeholders.

Ability to monitor operational performance, interpret customer service data, and provide actionable recommendations.

Strong team supervision and coaching skills to support employee performance and service quality.

Ability to handle customer issues and operational escalations effectively.

Technical proficiency in customer service systems, CRM platforms, reporting tools, and other relevant operational tools.

Ability to identify process improvement opportunities and support the implementation of service improvements.

Job Requirements

• 4+ years of experience in a relevant role.

Experience or familiarity with specialty chemical/ingredient distribution and supply chain operations.

Good understanding of key factors impacting integrated supply chain processes.

Knowledge of local transportation regulations and requirements.

Proficient in MS Office, particularly Microsoft Excel, Word, and PowerPoint.

Familiar with enterprise management systems such as SAP or J.D. Edwards.

Strong communication, teamwork, organizational, and interpersonal skills.

Strong analytical, prioritization, and problem-solving skills with the ability to manage multiple tasks under time pressure.

Proactive customer service mindset with a strong focus on customer satisfaction.

Ability to proactively identify, coordinate, and resolve operational issues with cross-functional teams

About Caldic

At Caldic, we're a global leader in distribution solutions, serving diverse markets across the world. Joining us means becoming part of an entrepreneurial, collaborative, and innovation-driven team.

We offer:

• Global opportunities with rapid career growth and development
• An inclusive, diverse, and dynamic work environment
• The chance to shape the future of specialty ingredient solutions across industries like food, pharma, personal care, and more

We operate in 43 countries around the world. Our innovative solutions are tailored to meet the needs of industries such as food, pharma, personal care, and industrial markets, ensuring sustainable success for all stakeholders. To learn more, visit: www.caldic.com

Equal Opportunity Employer

Caldic celebrates diversity and is committed to fostering an inclusive work environment. We do not discriminate on the basis of race, religion, gender, or any other characteristic.