Customer Service Officer

PT Volvo Indonesia (RSO); Balikpapan; On-site; IDR 89,280,000 - 133,920,000; Full time

Job summary

PT Volvo Indonesia (RSO) seeks a detail-oriented professional to own discrepancy management and operational control across inbound and outbound flows in Balikpapan. You will drive investigations, root-cause analyses, and ensure timely resolutions to prevent disruptions in inventory and dealer relations.

Responsibilities include coordinating with finance on invoices, managing dealer documents, and promoting data-driven improvements through digital tools like PowerBI and PowerAutomate.

Qualifications

• Bachelor's degree in any major.
• Experience in customer service, logistics, or warehouse operations.
• Good understanding of inventory management and discrepancy handling.
• Strong analytical and English communication skills.
• Proficiency in Microsoft Office applications.

Responsibilities

• Act as the key control point for inbound and outbound discrepancy handling.
• Drive structured investigation, root cause analysis and follow-up of discrepancies.
• Ensure timely resolution to prevent operational disruption and escalations.
• Coordinate with CDC and Finance on replacement invoice processes.
• Manage dealer invoices and tax documents; ensure accuracy and reconciliation.

Skills

Analytical

English communication

Inventory management

MS Office

Detail oriented

Team player

Digital tools

Education

Bachelor's degree

Tools

PowerBI

PowerAutomate

SQL

Python

Job description

Discrepancy Management & Operational Control

• Act as the key control point for inbound and outbound discrepancy handling, ensuring end-to-end ownership from identification to resolution.
• Drive structured investigation, root cause analysis, and follow-up of discrepancies to ensure sustainable corrective actions
• Ensure timely and consistent resolution to prevent operational disruption, inventory mismatch, and dealer escalation

Inventory Integrity & Quality Assurance

• Safeguard alignment between physical and system stock through disciplined execution of discrepancy-related processes
• Manage end-to-end scrapping processes and parts return flows from dealers and suppliers
• Coordinate closely with CDC and Finance on replacement invoice processes, ensuring accurate recording and reconciliation of in-transit inventory in the system
• Ensure accurate and timely execution of invoice matching for external suppliers
• Contribute to strengthening warehouse quality performance and process reliability
• Act as the primary interface for dealers on operational topicss, including discrepancy handling, ordering activities, and all types of inquiries
• Manage and respond to requests from dealers, Business Areas, and internal stakeholders (e.g., Business Control, warehouse and management) in a timely and professional manner
• Ensure clear, accurate and consistent communication to align expectations and support decision making
• Coordinate cross-functionally to secure proper follow-up and closure of issues, requests, and actions
• Proactively manage stakeholder expectations and minimise escalations through structured communication and ownership
• Manage dealer invoice and tax document consolidation, ensuring accuracy and completeness prior to submission
• Perform daily submission of dealer invoices and tax documents, ensuring timeliness and compliance with required standards

Process Discipline & Continuous Improvement

• Ensure structured, disciplined execution of Customer Service processes with strong ownership and accountability
• Identify gaps in execution and drive continuous improvement initiatives to enhance efficiency and reliability
• Support implementation of standardised communication practices and digital tools
• Contributes to increased transparency, data-driven decision making, and process digitalisation
• Contribute to digitalisation and automation initiatives within Customer Service operations
• Support the implementation of digital tools and process improvements to enhance efficiency, transparency, and data accuracy
• Promote data-driven ways of working and continuous improvement through automation and system utilisation

Job Requirements

• Bachelor's degree in any major
• Experience in customer service, logistics, or warehouse operations
• Good understanding of inventory management and discrepancy handling processes
• Strong analytical skills with ability to identify root causes and support decision-making
• Strong communiation skills in English
• Proficiency in Microsoft Office applications
• Well-organised, detail-oriented, and able to work effectively in a team environment
• Knowledge or experience in digital tools (e.g. PowerBI, PowerAutomate, SQL, Python) is an advantage
• Continuous improvement mindset and willingness to develop digital capabilities