Customer Service Leader: End-to-End Order Management

Prestwick Aerosystems; Cikupa; On-site; IDR 300,000,000 - 600,000,000; Full time

Job summary

Brenntag TA Team is seeking a Customer Service Manager to lead the customer service function and optimize order-to-delivery processes in Indonesia. You will drive a customer-centric culture, manage escalations, and partner with commercial and supply chain teams to ensure reliable order execution.

The role emphasizes SLAs, performance metrics, and continuous improvement within a global chemical distribution context, with regional alignment and risk management responsibilities.

Qualifications

• Bachelor's degree in business, supply chain, logistics or a related discipline.
• 8–12 years in customer service, order management or supply chain operations.
• 3–5+ years in a leadership/managerial role.
• Experience in chemical distribution, manufacturing or B2B industrial environments preferred.
• Manage sales order management in SAP, Power BI and Salesforce.

Responsibilities

• Lead, develop and manage the customer service team to deliver high-quality service and meet SLAs.
• Oversee end-to-end order management from receipt to delivery and invoicing; coordinate with logistics and planning teams.
• Serve as escalation point for complex inquiries and complaints; support key accounts and strategic customers.
• Monitor and improve customer service KPIs: OTIF, order accuracy, CSAT, response time and productivity.
• Collaborate with Commercial, Supply Chain, Finance and Operations to align customer priorities.

Skills

Leadership

Customer service excellence

Strategic thinking

Education

Bachelor's degree in Business Administration/Logistics or related field

Tools

SAP

Power BI

Salesforce

Job description

Brenntag TA Team is seeking a Customer Service Manager to lead the customer service function and optimize order-to-delivery processes in Indonesia. You will drive a customer-centric culture, manage escalations, and partner with commercial and supply chain teams to ensure reliable order execution.

The role emphasizes SLAs, performance metrics, and continuous improvement within a global chemical distribution context, with regional alignment and risk management responsibilities.