Customer Service Manager

Hach Malaysia Sdn Bhd; Jakarta Pusat; On-site; IDR 600,000,000 - 900,000,000; Full time

Benefits offered by this job

Onboarding and training options

Career coaching and development

Strong team environment

Job summary

Hach Indonesia is seeking a seasoned Customer Service Manager to lead the Indonesia CS function, ensuring accurate and timely processing from quotation through delivery and payment. You will oversee order entry, pricing, terms, and customer communications, while driving cross-functional collaboration with Sales, Supply Chain, and Finance to meet on‑time delivery and customer satisfaction goals.

The role requires 8–10 years in relevant roles, strong ERP/Oracle experience, and fluent English and

Qualifications

• Bachelor’s degree required in a relevant field.
• Minimum 8–10 years in Customer Service/Sales Operations/Order Management.
• 2–3 years of supervisory/leadership experience preferred.
• Strong ERP order management experience; Oracle preferred.
• Excellent English and Bahasa Indonesia communication.

Responsibilities

• Lead Indonesia Customer Service for end-to-end quote-to-delivery-to-payment process.
• Ensure 98% first‑time‑right order entry and accurate quotation management.
• Oversee inbox, prioritise urgent customer needs, and ensure SLA adherence.
• Coordinate with Sales, Supply Chain, Finance, and regional teams for issue resolution.
• Maintain audit-ready records and dashboards; drive continuous improvement.
• Coach and develop Customer Service staff and implement SOPs.

Skills

Oracle ERP

Excel

CRM

Quotation tools

English & Bahasa Indonesia

Education

Bachelor’s degree in Engineering, Science, Chemistry, Business Administration, Supply Chain, or related discipline

Tools

Salesforce

Job description

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

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 berinspiras... (continued as original paragraph).

Program orientasi dan pilihan pelatihan profesional

• 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.

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.
• Manajemen Kotak Masuk Layanan Pelanggan melalui alokasi kerja yang jelas, respons tepat waktu, tinjauan umur pekerjaan, dan penutupan tindakan sesuai tingkat layanan yang disepakati, tanpa item terlambat yang tidak memiliki penanggung jawab dan rencana penutupan.
• Melaksanakan disiplin alur kerja pertama‑masuk‑satu‑satu 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 kontrol akses yang berlaku.
• Memimpin rutinitas manajemen harian dan manajemen visual, meninjau indikator kinerja utama, mengidentifikasi ketidakwajaran, menetapkan countermeasures, dan memantau penyelesaiannya.
• Memimpin tinjauan pemenuhan pesanan secara berkala bersama Supply Chain 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 terkonfirmasi.
• Miliki proses penanganan masalah pelanggan dan pengaduan, 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, dan tim pendukung regional atau global.
• Menetapkan dan memelihara dasbor operasional dan laporan manajemen mencakup penerimaan pesanan, backlog, turnaround penawaran, akurasi pesanan, pengiriman tepat waktu, umur pengaduan, tindak lanjut piutang, dan kinerja tingkat layanan.
• Mengawasi proses persetujuan diskon dan memastikan bahwa semua pengecualian harga dan persetujuan komersial diperoleh dalam соответствии Delegation of Authority sebelum penawaran atau penerimaan pesanan.
• Bekerja sama dengan Finance dalam validasi kredit, pro‑forma invoice, tindak lanjut pembayaran pelanggan, cash application, piutang jatuh tempo, persyaratan perpajakan, dan performance bank guarantee.
• Menjamin pengelolaan efektif atas retur, Return Material Authorization, pesanan ditolak, pesanan tanpa biaya, pre‑orders, transaksi garansi, dan pengecualian pesanan lainnya dengan persetujuan dan dokumentasi yang sesuai.
• Menegakkan pembuatan pelanggan baru, pemeliharaan master data pelanggan, registrasi vendor, kebutuhan portal pelanggan, serta dokumentasi dan kontrol terkait.
• Menjamin koordinasi tepat waktu dengan mitra saluran untuk pengajuan penawaran, tindak lanjut pelanggan, rilisan purchase order, komunikasi status pesanan, dan penyelesaian masalah komersial atau pemenuhan pesanan.
• Memelihara kontrol atas instrumen demo, inventaris service bench, konsumsi, suku cadang, dan dokumentasi terkait.
• Seiring berkembangnya tim, merekrut, orientasi, melatih, dan mengembangkan anggota Layanan Pelanggan; menetapkan sasaran individu, memberikan umpan balik reguler, menilai kinerja, dan memelihara pelatihan silang serta rencana suksesi untuk aktivitas penting.
• Menetapkan dan memelihara prosedur operasi standar, instruksi kerja, template, kontrol, jalur eskalasi, dan pengaturan cadangan untuk semua proses penting Layanan Pelanggan.
• Memastikan aktivitas Layanan Pelanggan mematuhi kebijakan perusahaan, persyaratan hukum dan regulasi, kontrol internal, dan standar audit.
• Menjalankan tanggung jawab lain sejalan dengan ruang lingkup, akuntabilitas, dan kebutuhan bisnis posisi Manajer Layanan Pelanggan.

Indikator Kinerja Utama

• Keakuratan entri pesanan dan kinerja benar pada proses pertama.
• Waktu penyelesaian penawaran.
• Waktu respons dan penyelesaian pertanyaan pelanggan.
• Umur backlog, pesanan tertahan, dan pesanan lewat jatuh tempo.
• Pengiriman tepat waktu terhadap komitmen pelanggan yang telah dikonfirmasi.
• Waktu penyelesaian keluhan dan Return Material Authorization.
• Kepuasan pelanggan dan tren eskalasi.
• Efektivitas tindak lanjut pembayaran, pengurangan piutang jatuh tempo, dan penerapan pembayaran tepat waktu.
• Kepatuhan terhadap Delegation of Authority, dokumentasi, dan persyaratan audit.
• Keberlanjutan peningkatan berkelanjutan dan tingkat kepatuhan proses.
• Kapabilitas tim, pelatihan silang, dan kesiapan suksesi.

Persyaratan Utama

• Gelar Sarjana di bidang Teknik, Sains, Kimia, Administrasi Bisnis, Supply Chain, atau disiplin terkait.
• Pengalaman minimal 8–10 tahun di bidang Layanan Pelanggan, Operasi Penjualan, Pengelolaan Pesanan, atau Operasi Komersial, terutama dalam industri instrumentasi, produk industri, kualitas air, ilmu hayati, atau B2B terkait.
• Pengalaman minimal 2–3 tahun sebagai supervisor, pemimpin tim, atau pemimpin proses; kandidat dengan kepemimpinan yang terbukti dalam peran kontributor individual senior juga dapat dipertimbangkan apabila posisi pada awalnya belum memiliki bawahan langsung.
• Pengalaman langsung yang kuat dalam pengelolaan pesanan berbasis ERP; pengalaman menggunakan Oracle sangat diutamakan.
• Memiliki pengetahuan yang terbukti tentang peninjauan purchase order, ketentuan komersial, pengendalian harga dan diskon, Letter of Credit, syarat pembayaran, koordinasi logistik, retur atau Return Material Authorization, keluhan pelanggan, dan dokumentasi pesanan.
• Berpengalaman bekerja dengan mitra saluran, pelanggan, Sales, Service, Supply Chain, Finance, serta pemangku kepentingan regional atau global.
• Memiliki kemampuan analitis yang kuat dan mahir menggunakan Microsoft Excel, CRM, serta perangkat penawaran; pengalaman menggunakan Salesforce diutamakan.
• Memiliki pengetahuan kerja tentang kontrol internal, kesiapan audit, Delegation of Authority, dan kepatuhan proses.
• Memiliki kemampuan komunikasi lisan dan tulisan yang kuat dalam bahasa Inggris dan Bahasa Indonesia.

Kompetensi Utama

• Berorientasi kuat pada pelanggan dengan pertimbangan komersial yang baik.
• Memiliki kemampuan yang kuat dalam kepemimpinan, pembinaan, memengaruhi, pengelolaan pemangku kepentingan, dan penyelesaian konflik.
• Mampu menyeimbangkan pelaksanaan langsung dengan kepemilikan proses, pengembangan tim, dan perbaikan strategis.
• Memiliki perhatian tinggi terhadap detail serta komitmen kuat terhadap keakuratan, kepatuhan, dan ketepatan waktu pelaksanaan.
• Mampu menetapkan prioritas secara efektif, mengelola tuntutan yang bersaing, dan mengambil keputusan yang tepat di bawah tekanan.
• Memiliki rasa kepemilikan proaktif, disiplin dalam tindak lanjut, dan pengelolaan eskalasi yang efektif.
• Memiliki kemampuan pemecahan masalah, analisis akar penyebab, dan perbaikan berkelanjutan yang kuat.
• Mampu bekerja secara efektif lintas budaya, fungsi, lokasi, dan jaringan mitra saluran.

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