Customer Service Operations Specialist

CEVA Logistics; Jakarta Pusat; On-site; IDR 78,120,000 - 122,760,000; Full time

Job summary

CEVA Logistics in Jakarta is seeking a customer service professional to manage specific accounts across air, sea, import and export. You will coordinate with customers and third parties to meet timelines, track shipments in real time, and resolve issues promptly to ensure service levels.

The role requires strong communication, attention to detail, and collaboration with Operations, Finance and CAO networks to maintain smooth, compliant logistics operations.

Responsibilities

• In charge of specific accounts (Customers), for all kind of traffics (Air, Sea, Import, Export).
• Determines the needs of the Key Customers and carries them out to ensure that they receive first-class customer care and service
• Operates AOS Info Nexus according to assignment and proceed within timelines
• Maintaining communication and control through all phases of the journey, liaising with third parties to move goods (by road, rail, air or sea) in accordance with customer requirements
• Responsible for tracking and tracing of shipments, utilizing e-commerce, internet technology and satellite systems to enable real-time tracking of goods
• Working closely with customers, colleagues and third parties to ensure smooth operations to deadlines
• Prepares requested daily monitoring report to Customers
• Regular internal service review with Operations
• Regular service review with Customers
• Log any bugs, operational problems, customer complaints and follow-up in collaboration with other CAOI department, monitoring solution implementation, ensure customer’s complaints are resolved in a fast and professional manner and comply to agreed Service Level Agreement
• Assisting the client in the event of a claim
• Monitor credit and AR status and support finance for collection
• Ensure that update of costs/quotation are formally communicated to the customer, CAO Indonesia operations and CAO network
• Understand and implement all the rules governed by the QHSE policies and SOPs, and obey HSE Regulations

Job description

• In charge of specific accounts (Customers), for all kind of traffics (Air, Sea, Import, Export).
• Determines the needs of the Key Customers and carries them out to ensure that they receive first-class customer care and service
• Operates AOS Info Nexus according to assignment and proceed within timelines
• Maintaining communication and control through all phases of the journey, liaising with third parties to move goods (by road, rail, air or sea) in accordance with customer requirements;
• Responsible for tracking and tracing of shipments, utilizing e-commerce, internet technology and satellite systems to enable real-time tracking of goods;
• Working closely with customers, colleagues and third parties to ensure smooth operations to deadlines
• Prepares requested daily monitoring report to Customers
• Regular internal service review with Operations
• Regular service review with Customers
• Log any bugs, operational problems, customer complaints and follow-up in collaboration with other CAOI department, monitoring solution implementation, ensure customer’s complaints are resolved in a fast and professional manner and comply to agreed Service Level Agreement
• Assisting the client in the event of a claim
• Monitor credit and AR status and support finance for collection
• Ensure that update of costs/quotation are formally communicated to the customer, CAO Indonesia operations and CAO network
• Understand and implement all the rules governed by the QHSE policies and SOPs, and obey HSE Regulations