Customer Success Specialist

Pt Chandra Asri Pacific Tbk; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading chemical and energy solutions provider in Jakarta is seeking a Customer Success Specialist. This role involves managing end-to-end order fulfilment, addressing customer issues, and maintaining accurate records. Candidates should have a bachelor's degree and at least 3 years of relevant experience, with strong SAP knowledge being essential. Excellent communication skills in English are required, while proficiency in Mandarin is a plus.

Qualifications

• Minimum 3 years of experience in Customer Service or Supply Chain Operations.
• Strong understanding of order-to-cash processes.
• Fluency in English; Mandarin is a strong advantage.

Responsibilities

• Manage end-to-end order fulfilment from processing to delivery.
• Handle order issues including amendments and cancellations.
• Conduct customer surveys to capture feedback and measure satisfaction.

Skills

Customer service management

Sales order management

SAP knowledge

Billing and invoicing

Problem-solving

Communication skills

Education

Bachelor's degree in Business, Supply Chain, or Finance

Tools

SAP SD and FI/CO modules

Job description

CUSTOMER SUCCESS SPECIALIST

Chandra Asri Group, through its subsidiary
PT Chandra Asri Konsultansi (CAK)
, has established a
Shared Service Center (SSC)
to enhance operational efficiency and support the business growth of its subsidiaries. From finance and HR to procurement, customer operations, and IT, our SSC is the backbone that keeps businesses running smoothly. One of our key areas of support is for
Aster Chemicals & Energy (ACE),
a leading chemical and energy solutions provider in Singapore and the Asia Pacific. ACE combines the legacy of Singapore's first oil refinery with cutting-edge petrochemical operations, jointly owned by Chandra Asri Group and
Glencore
, one of the world's largest natural resource companies.

JOB DESCRIPTION

The Customer Success Specialist is responsible for ensuring seamless order management and delivering an exceptional customer experience across the end-to-end sales cycle. This role serves as the key liaison between customers, internal teams, and external partners, ensuring accurate, timely, and compliant fulfilment of customer needs.

KEY RESPONSIBILITIES

• Manage end-to-end order fulfilment, including processing, tracking, and delivery of customer orders.
• Handle order issues, including amendments, cancellations, rush orders, disputes, and resolution of customer complaints.
• Support inventory management by coordinating with Supply teams to ensure product availability.
• Oversee billing and invoicing processes, including Letter of Credit vetting, issuing invoices, and sending them to customers.
• Conduct credit checks and follow up with customers on invoice payments.
• Manage and respond to customer queries in a timely and professional manner.
• Maintain accurate customer records, including master data and manual pricing updates.
• Generate and provide required documentation, such as Certificates of Analysis (COA), Certificates of Origin (COO), packing lists, and invoices.
• Collaborate with Indirect Tax, Legal, and Trade Compliance teams on trade-related issues.
• Perform month-end closing activities and support financial reconciliation.
• Maintain and update master data in SAP systems.
• Conduct customer surveys to capture feedback, manage complaints, and measure satisfaction.

REQUIREMENTS

• Bachelor's degree in Business, Supply Chain, Finance, or related field.
• Minimum 3 years of experience in Customer Service, Sales Order Management, or Supply Chain Operations within petrochemical, chemical, or manufacturing industries.
• Strong working knowledge of SAP modules (SD, FI/CO) and familiarity with order-to-cash processes.
• Experience in billing, invoicing, and credit management.
• Excellent communication and problem-solving skills, with the ability to manage customer expectations and resolve issues effectively.
• Highly adaptable, analytical, and results-oriented, with the agility to learn quickly in a dynamic environment.
• Detail-oriented with strong organizational skills and ability to manage multiple priorities.
• Proficiency in English; fluency in Mandarin is a strong advantage.