Customer Service Leader: Order Management & CX Mastery

Brenntag; Indonesia; On-site; IDR 350,000,000 - 550,000,000; Full time

Job summary

Brenntag is seeking a Customer Service Manager to lead the customer service function, overseeing order-to-delivery coordination and driving a consistent, customer-centric culture across the organization.

You will collaborate with commercial and supply chain teams to ensure reliable order execution, manage escalations, and drive process improvements while shaping superior service experiences for our customers.

Qualifications

• Bachelor’s degree in business administration, supply chain management, logistics, or related discipline.
• 8–12 years in customer service, order management, or supply chain operations.
• 3–5 years in leadership or managerial role.
• Prior experience in chemical distribution, manufacturing or B2B environments is preferred.

Responsibilities

• Lead, develop, and manage the customer service team to deliver high-quality service and meet SLAs.
• Establish a strong customer-centric culture focused on responsiveness, accuracy, and reliability.
• Develop team capabilities through coaching, training, and performance management.
• Drive workforce planning, capability development, and succession planning within the team.
• Ensure customer service practices align with industry standards and best practices while proactively identifying opportunities to enhance processes and service capabilities.

Skills

Leadership/People management

Customer service

Order management

Supply chain operations

Education

Bachelor’s degree in Business Administration or related field

Tools

SAP

Power BI

Salesforce

Job description

Brenntag is seeking a Customer Service Manager to lead the customer service function, overseeing order-to-delivery coordination and driving a consistent, customer-centric culture across the organization.

You will collaborate with commercial and supply chain teams to ensure reliable order execution, manage escalations, and drive process improvements while shaping superior service experiences for our customers.