Customer Experience Supervisor

Anteraja; Jakarta Utara; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A logistics company in Jakarta Utara is seeking individuals skilled in operational performance management. Responsibilities include monitoring integrations across systems, analyzing order fulfillment performance, managing master data, and delivering reports to communicate service level agreement compliance. The ideal candidate will also coordinate with clients and logistics partners, driving continuous improvements through workflow optimizations. Strong problem-solving skills and attention to detail are essential for success in this role.

Responsibilities

• Monitor and troubleshoot integration across OMS, WMS, ERP, and marketplaces.
• Analyze order flow and fulfillment performance to propose process adjustments.
• Manage master data (SKU, pricing, mapping) and perform inventory reconciliation.
• Build and deliver operational performance reports with data visualization.
• Coordinate with clients and logistics partners to resolve escalations.
• Drive continuous improvement and support system enhancement projects.

Job description

• Monitor and troubleshoot integration across OMS, WMS, ERP, and marketplace seller center to ensure smooth order and SKU synchronization.
• Analyze order flow, fulfillment performance, and return patterns to identify trends, propose and adjust processes for better efficiency.
• Manage master data (SKU, pricing, mapping) and perform inventory reconciliation between physical stock, WMS, and client systems, resolving discrepancies.
• Build and deliver operational performance reports with clear data visualization (dashboards, charts) to communicate SLA compliance, fulfillment rate, and process accuracy to management and clients.
• Coordinate with Client, Operations, Tech, and 3PL logistics partners to resolve escalations and maintain agreed SLA on order fulfillment.
• Drive continuous improvement by documenting recurring issues, recommending workflow optimizations, and supporting system enhancement projects.