Customer Service Manager

Hach (Veralto); Jakarta Pusat; On-site; IDR 90,000,000 - 120,000,000; Full time

Job summary

Hach in Indonesia, a Veralto company, is seeking a hands-on Customer Service Leader to drive end-to-end order to cash processes and deliver excellent customer experience across Indonesia. You will manage order entry, pricing approvals, quotes, fulfillment reviews, and cross-functional coordination with sales, supply chain, finance, and regional teams.

The role starts with hands-on management and evolves into leading and coaching the Customer Service team, setting dashboards, KPIs, and continuous

Responsibilities

• 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, 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

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

Hach >

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, 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