Customer Service Manager

Hach; Jakarta Pusat; Vor Ort; IDR 200.880.000 - 312.480.000; Vollzeit

Benefits dieser Stelle

Onboarding & training

Supportive team

Career development

Zusammenfassung

Hach Indonesia membuka peluang untuk memimpin fungsi Layanan Pelanggan. Posisi ini bertanggung jawab atas proses penawaran, pemesanan, pengiriman, hingga pembayaran secara akurat dan tepat waktu, dengan fokus pada pengalaman pelanggan, tata kelola pesanan, dan kinerja operasional.

Anda akan membimbing tim, menyelaraskan dengan Supply Chain, Sales, dan Finance secara global. Posisi ini menuntut gelar sarjana di bidang terkait, pengalaman ERP/Oracle, serta kemampuan analitis dan komunikasi yang

Qualifikationen

• Gelar sarjana di bidang Teknik, Sains, Kimia, Administrasi Bisnis, Rantai Pasokan, atau bidang terkait.
• Minimal 8–10 tahun pengalaman di Layanan Pelanggan/Operasi Penjualan/Order Management.
• Minimal 2–3 tahun pengalaman supervisory/leadership; kandidat IC yang kuat juga dipertimbangkan pada tahap awal tanpa laporan langsung.
• Pengalaman kuat dengan manajemen pesanan berbasis ERP; pengalaman Oracle sangat diutamakan.
• Keterampilan analitis yang baik; mahir Excel; pengalaman CRM/Salesforce diutamakan.
• Kemampuan bahasa Inggris dan bahasa Indonesia lisan dan tertulis yang kuat.

Aufgaben

• Mengelola fungsi Layanan Pelanggan Indonesia untuk proses penawaran hingga pembayaran secara akurat dan tepat waktu.
• Tinjau purchase order, LC, syarat komersial, harga, persetujuan, dan dokumen pendukung sebelum entri pesanan.
• Mengelola proses penawaran untuk kebutuhan komersial dan layanan, termasuk harga, margin, persetujuan, dan kualitas data.
• Mengawasi inbox Layanan Pelanggan, membagi tugas, menanggapi dengan tepat waktu, dan menutup tindakan sesuai SLA.
• Menerapkan disiplin alur kerja FIFO dengan eskalasi bila perlu untuk prioritas pelanggan kritis.
• Menjaga catatan transaksi inti penjualan dan purnajual agar siap diaudit.
• Memimpin rapat harian/visual management, menganalisis KPI, dan menindaklanjuti tindakan perbaikan.
• Memimpin tinjauan pemenuhan pesanan bersama Supply Chain untuk on-time delivery.

Kenntnisse

English proficiency

Bahasa Indonesia

Analytical capability

Leadership

Ausbildung

Bachelor's degree (Engineering/Science/Chemistry/Business/Supply Chain)

Tools

Oracle

Salesforce / CRM tools

Jobbeschreibung

At Hach (www.hach.com), a Veralto company, we ensure water quality for people around the world, and every team member plays a vital role in that mission. Our founding vision is to make water analysis better—faster, simpler, greener, and more informative. We accomplish this through teamwork, customer partnerships, passionate experts, and reliable, easy-to-use solutions.

As part of our team and the broader Veralto network, you’ll be part of a unique work environment where purpose meets possibility: where you’ll make an immediate, measurable impact on a global scale by enabling the world’s everyday water needs, and where you’ll have opportunities to foster your professional development and fuel your career growth.

Motivated by the highest possible stakes in climate change and global health, we’re working together within a rapidly digitizing industry to find innovative technologies that guarantee the safety of our water and our environment. More about us: https://www.hach.com/about-us

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We offer:

• Professional onboarding and training options
• Powerful team looking forward to working with you
• Career coaching and development opportunities

Role Purpose

Lead the Customer Service function for Indonesia, ensuring accurate and timely execution of the complete quote-to-book-to-delivery-to-payment process. The role is accountable for customer experience, order-management governance, operational performance, cross-functional coordination, issue resolution, and continuous improvement. The incumbent will initially operate as a hands‑on manager and, as the organization evolves, will lead, coach, and develop Customer Service team members.

In This Role, a Typical Day Will Look Like

• Ensure all sales orders are accurately and promptly entered into Oracle, personally supporting order entry when business volume, complexity, or staffing requires.
• Review customer purchase orders, Letters of Credit, commercial terms, pricing, approvals, delivery requirements, and supporting documents before order entry, targeting at least 98% first-time-right performance.
• Own the end-to-end quotation-management process for commercial and service requirements, ensuring accurate pricing, margin review, approvals, commercial terms, customer requirements, data quality, disciplined use of the designated quotation tool, and timely issuance.
• Manage the Customer Service inbox through clear work allocation, timely responses, ageing review, and closure of actions within agreed service levels, with no overdue item lacking an agreed owner and completion plan.
• Apply first-in, first-out workflow discipline while prioritizing urgent customer, safety, compliance, and business-critical requirements through documented escalation.
• Maintain complete, accurate, securely stored, and audit-ready core sales and after-sales transaction records in accordance with applicable retention and access-control requirements.
• Lead daily‑management and visual-management routines, review key performance indicators, identify abnormalities, assign countermeasures, and follow actions through to closure.
• Lead regular fulfilment reviews with Supply Chain covering backlog, shipment plans, product allocation, ship-set readiness, order holds, customer priorities, delivery risks, and recovery actions to achieve on‑time delivery against confirmed commitments.
• Own the customer‑issue and complaint‑management process, including escalation, root‑cause analysis, corrective action, closure, and customer‑satisfaction improvement.
• Act as the primary coordination and escalation point among customers, channel partners, Sales, Service, Aftermarket, Supply Chain, Finance, and regional or global support teams.
• Establish and maintain operational dashboards and management reports covering order intake, backlog, quotation turnaround, order accuracy, on‑time delivery, complaint ageing, receivables follow‑up, and service‑level performance.
• Govern the discount‑approval process and ensure that all pricing exceptions and commercial approvals are obtained in accordance with the applicable Delegation of Authority before quotation submission or order acceptance.
• Partner with Finance on credit validation, pro‑forma invoices, customer payment follow‑up, cash application, overdue receivables, taxation requirements, and performance bank guarantees.
• Ensure effective management of returns, Return Material Authorizations, rejected orders, free‑of‑charge orders, pre‑orders, warranty transactions, and other order exceptions with appropriate approvals and documentation.
• Oversee new‑customer creation, customer master‑data maintenance, vendor registration, customer‑portal requirements, and related documentation and controls.
• Ensure timely coordination with channel partners for quotation submission, customer follow‑up, purchase‑order release, order‑status communication, and resolution of commercial or fulfilment issues.
• Maintain appropriate controls over demo instruments, service‑bench inventory, consumables, spare parts, and associated documentation.
• As the team develops, recruit, onboard, coach, and develop Customer Service associates; establish individual objectives, provide regular feedback, assess performance, and maintain cross‑training and succession plans for critical activities.
• Establish and maintain standard operating procedures, work instructions, templates, controls, escalation paths, and backup arrangements for all critical Customer Service processes.
• Ensure Customer Service activities comply with company policies, applicable legal and regulatory requirements, internal controls, and audit standards.
• Undertake other responsibilities consistent with the scope, accountability, and business needs of the Customer Service Manager role.

Key Performance Indicators

• Order‑entry accuracy and first‑time‑right performance
• Quotation turnaround time
• Customer‑query response and closure time
• Backlog, order‑hold, and past‑due order ageing
• On‑time delivery against confirmed customer commitment
• Complaint and RMA resolution time
• Customer satisfaction and escalation trends
• Effectiveness of payment follow‑up, overdue‑receivable reduction, and timely cash application
• Compliance with Delegation of Authority, documentation, and audit requirements
• Continuous‑improvement benefits and process‑adherence levels
• Team capability, cross‑training, and succession readiness

Essential Requirements

• Bachelor’s degree in Engineering, Science, Chemistry, Business Administration, Supply Chain, or a related discipline.
• Minimum 8–10 years of experience in Customer Service, Sales Operations, Order Management, or Commercial Operations, preferably in instrumentation, industrial products, water‑quality, life‑sciences, or a related B2B environment.
• Minimum 2–3 years of supervisory, team‑lead, or process‑leadership experience; candidates with strong demonstrated leadership in a senior individual‑contributor role may also be considered where the position initially has no direct reports.
• Strong hands‑on experience with ERP‑based order management; Oracle experience is strongly preferred.
• Demonstrated knowledge of purchase‑order review, commercial terms, pricing and discount controls, Letters of Credit, payment terms, logistics coordination, returns/RMAs, customer complaints, and order documentation.
• Experience working with channel partners, customers, Sales, Service, Supply Chain, Finance, and regional or global stakeholders.
• Strong analytical capability and proficiency in Microsoft Excel, CRM and quotation tools; Salesforce experience is preferred.
• Working knowledge of internal controls, audit readiness, Delegation of Authority, and process compliance.
• Strong written and spoken English and Bahasa Indonesia.

Core Competencies

• Demonstrated customer‑centric mindset with sound commercial judgment.
• Strong leadership, coaching, influencing, stakeholder‑management, and conflict‑resolution skills.
• Ability to balance hands‑on execution with process ownership, team development, and strategic improvement.
• High attention to detail and a strong commitment to accuracy, compliance, and timely execution.
• Ability to prioritize effectively, manage competing demands, and make sound decisions under pressure.
• Proactive ownership, disciplined follow‑through, and effective escalation management.
• Strong problem‑solving, root‑cause analysis, and continuous‑improvement capability.
• Ability to work effectively across cultures, functions, locations, and channel‑partner networks.

Deskripsi Pekerjaan — Manajer Layanan Pelanggan

Bayangkan diri Anda…

• Mewujudkan ambisi Anda dan mendorong pertumbuhan karier Anda.
• Berkembang dalam lingkungan tim yang suportif dan menginspirasi Anda untuk mencapai keunggulan.
• Berkolaborasi dengan tim global yang dinamis dan beragam.

Di Hach , sebuah perusahaan Veralto, kami memastikan kualitas air bagi masyarakat di seluruh dunia, dan setiap anggota tim memainkan peran penting dalam misi tersebut. Visi awal kami adalah membuat analisis air menjadi lebih baik—lebih cepat, lebih sederhana, lebih ramah lingkungan, dan lebih informatif. Kami mewujudkannya melalui kerja sama tim, kemitraan dengan pelanggan, para ahli yang berdedikasi, serta solusi yang andal dan mudah digunakan.

Sebagai bagian dari tim kami dan jaringan Veralto yang lebih luas, Anda akan bergabung dalam lingkungan kerja yang unik, tempat tujuan bertemu dengan peluang. Anda akan memberikan dampak langsung dan terukur dalam skala global dengan membantu memenuhi kebutuhan air sehari‑harian di seluruh dunia, sekaligus memperoleh kesempatan untuk mengembangkan kemampuan profesional dan mendorong pertumbuhan karier Anda.

Dengan motivasi untuk menjawab tantangan besar perubahan iklim dan kesehatan global, kami bekerja bersama dalam industri yang berkembang pesat secara digital untuk menemukan teknologi inovatif yang menjamin keamanan air dan lingkungan kita.

Kami menawarkan:

• Program orientasi dan pilihan pelatihan profesional.
• Tim yang kuat dan siap bekerja sama dengan Anda.
• Kesempatan pembinaan dan pengembangan karier.

Tujuan Jabatan

Memimpin fungsi Layanan Pelanggan Hach Indonesia untuk memastikan pelaksanaan proses lengkap dari penawaran, pemesanan, pengiriman, hingga pembayaran secara akurat dan tepat waktu. Jabatan ini bertanggung jawab atas pengalaman pelanggan, tata kelola pengelolaan pesanan, kinerja operasional, koordinasi lintas fungsi, penyelesaian masalah, dan perbaikan berkelanjutan. Pada tahap awal, pemegang jabatan akan berperan sebagai manajer yang tetap terlibat langsung dalam operasional dan, seiring perkembangan organisasi, akan memimpin, membina, dan mengembangkan anggota tim Layanan Pelanggan.

Dalam Jabatan Ini, Aktivitas Sehari‑hari Meliputi

• Memastikan seluruh pesanan penjualan dimasukkan ke Oracle secara akurat dan tepat waktu, serta mendukung langsung proses entri pesanan apabila volume bisnis, kompleksitas, atau ketersediaan tenaga kerja memerlukannya.
• Meninjau purchase order pelanggan, Letter of Credit, ketentuan komersial, harga, persetujuan, persyaratan pengiriman, dan dokumen pendukung sebelum entri pesanan, dengan target sekurang‑kurangnya 98% benar pada proses pertama.
• Memiliki tanggung jawab menyeluruh atas proses pengelolaan penawaran untuk kebutuhan komersial dan layanan, termasuk keakuratan harga, peninjauan margin, persetujuan, ketentuan komersial, kebutuhan pelanggan, kualitas data, penggunaan disiplin atas perangkat penawaran yang ditetapkan, dan penerbitan tepat waktu.
• Mengelola kotak masuk Layanan Pelanggan melalui pembagian pekerjaan yang jelas, respons tepat waktu, tinjauan umur pekerjaan, dan penyelesaian tindakan sesuai tingkat layanan yang disepakati, tanpa item terlambat yang tidak memiliki penanggung jawab dan rencana penyelesaian.
• Menerapkan disiplin alur kerja berdasarkan urutan masuk sambil memprioritaskan kebutuhan pelanggan yang mendesak, keselamatan, kepatuhan, dan kebutuhan bisnis kritis melalui eskalasi terdokumentasi.
• Memelihara catatan transaksi inti penjualan dan purnajual yang lengkap, akurat, tersimpan secara aman, dan siap diaudit sesuai persyaratan retensi dan pengendalian akses yang berlaku.
• Memimpin rutinitas manajemen harian dan manajemen visual, meninjau indikator kinerja utama, mengidentifikasi penyimpangan, menetapkan tindakan perbaikan, dan memantau penyelesaian.
• Memimpin tinjauan pemenuhan pesanan secara berkala bersama Supply Chain yang mencakup backlog, rencana pengiriman, alokasi produk, kesiapan ship-set, pesanan tertahan, prioritas pelanggan, risiko pengiriman, dan tindakan pemulihan untuk mencapai pengiriman tepat waktu sesuai komitmen yang telah dikonfirmasi.
• Memiliki tanggung jawab atas proses penanganan masalah dan keluhan pelanggan, termasuk eskalasi, analisis akar penyebab, tindakan korektif, penyelesaian, dan peningkatan kepuasan pelanggan.
• Bertindak sebagai titik koordinasi dan eskalasi utama di antara pelanggan, mitra saluran, Sales, Service, Aftermarket, Supply Chain, Finance, serta tim pendukung regional atau global.
• Menyusun dan memelihara dasbor operasional serta laporan manajemen yang mencakup penerimaan pesanan, backlog, waktu penyelesaian penawaran, keakuratan pesanan, pengiriman tepat waktu, umur keluhan, tindak lanjut piutang, dan kinerja tingkat layanan.
• Mengelola proses persetujuan diskon serta memastikan seluruh pengecualian harga dan persetujuan komersial diperoleh sesuai Delegation of Authority yang berlaku sebelum penerbitan penawaran atau penerimaan pesanan.
• Bermitra dengan Finance dalam validasi kredit, pro‑forma invoice, tindak lanjut pembayaran pelanggan, penerapan pembayaran, piutang jatuh tempo, persyaratan perpajakan, dan performance bank guarantee.
• Memastikan pengelolaan retur, Return Material Authorization, pesanan yang ditolak, pesanan tanpa biaya, pre‑order, transaksi garansi, dan pengecualian pesanan lainnya dilakukan secara efektif dengan persetujuan dan dokumentasi yang sesuai.
• Mengawasi pembuatan pelanggan baru, pemeliharaan master data pelanggan, registrasi vendor, kebutuhan portal pelanggan, serta dokumentasi dan pengendalian terkait.
• Memastikan koordinasi tepat waktu dengan mitra saluran untuk pengajuan penawaran, tindak lanjut pelanggan, penerbitan purchase order, komunikasi status pesanan, dan penyelesaian masalah komersial atau pemenuhan pesanan.
• Memelihara pengendalian yang sesuai atas instrumen demo, inventaris service bench, consumables, spare parts, dan dokumentasi terkait.
• Seiring berkembangnya tim, merekrut, melakukan orientasi, membina, dan