Customer Service Analyst

Perfetti Van Melle; Cibinong; On-site; IDR 70,000,000 - 130,000,000; Full time

Job summary

Perfetti Van Melle is seeking a Customer Service Analyst to support targeted customer service through accurate order processing, timely issue resolution, and ongoing process improvements. The role reports to the Customer Service Supervisor and is based in Cibinong, Bogor.

The successful candidate will coordinate with Sales, Logistics, Finance, and Planning to ensure smooth order fulfillment, maintain data integrity for SKUs and customers, and contribute to cost-to-serve initiatives.

Qualifications

• Bachelor’s degree in management, engineering or related field.
• At least 1 year of relevant experience.
• Strong analytical and communication skills.
• Experience with cross-functional teams and project exposure.

Responsibilities

• Process customer orders accurately and timely according to guidelines.
• Coordinate with Sales, Logistics, Finance, and Planning for order fulfillment and service matters.
• Support process improvements and cost-to-serve initiatives.
• Provide scheduled reports using SAP data extraction and Excel updates.
• Ensure compliance with processes including order validation, release timing, and SOP development.

Skills

Analytical skills

Communication skills

Problem-solving

Cross-functional collaboration

Project management understanding

Education

Bachelor’s degree in management or related field

Job description

Customer Service Analyst is responsible for supporting the business in delivering targeted service to customers through order processing, identifying issues, and providing timely resolutions to ensure customer satisfaction and continuous improvement.

Reporting to: Customer Service Supervisor

Working Location: Cibinong, Bogor

Key Responsibilities

• 1. Ensure accurate and timely sales order processing:
  • Process customer orders accurately and in a timely manner according to established guidelines.
  • Analyze order reasons and loss reasons, and escalates issues when needed for resolution.
• 2. Coordinate with internal teams to support order fulfillment:
  • Liaise with Sales teams regarding order fulfillment, pending issues, and other service-related matters.
  • Coordinate with Logistics, Finance, and Planning to ensure smooth processes and execution.
• 3. Support process and operational improvements:
  • Contribute to projects and support the delivery of project goals and cost-to-serve initiatives.
  • Continuously improve the effectiveness of daily operations, including administration, order management, and communication processes.
• 4. Manage reporting and information accuracy:
  • Provide scheduled reports through SAP data extraction and Excel updates.
  • Monitor and ensure the validity of information related to SKUs, customers, and planning updates.
• 5. Ensure compliance with established processes:
  • Execute processes according to applicable compliance requirements, including Order Validation, Release Timing, Requested Arrival Dates, and reverse logistics.
  • Escalate non-compliant processes when required and support CAPA execution and sustainability.
  • Facilitate the development of SOPs and Work Instructions (WI) to standardize new and existing processes.

Requirements

• Bachelor’s Degree in Management, Engineering, or a related field.
• Minimum 1 year of experience in a relevant position.
• Strong analytical and problem-solving skills.
• Good communication skills, including negotiation, influencing, presentation, active listening, feedback, and clarity.
• Comfortable working and collaborating in a cross-functional environment.
• Understanding of project management, business financials, and operations.