Customer Support Specialist

Filtrona; Surabaya ꦱꦸꦫꦧꦪ; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading manufacturing firm in Surabaya seeks an experienced professional for customer relationship management. You will act as the primary contact for customer requests and ensure successful order management while building strong client relationships. The ideal candidate has over 5 years in customer service, proficient in English and Bahasa, and possesses excellent problem-solving skills.

Qualifications

• Minimum 5 years of relevant work experience in a sales and/or customer service role within the Manufacturing industry.
• Language proficiency: English and Bahasa.

Responsibilities

• Act as the main point of contact for customer requests and order acknowledgements.
• Manage customer requests and route those related to orders to the Order Management team.
• Manage customer relationships and build strong connections with customers.
• Communicate customer issues and potential solutions.
• Track and present KPIs with data support from the OM team.
• Lead continuous improvement and customer satisfaction initiatives.

Skills

Communication Skills (verbal and written)

Problem-Solving Skills

Patience and Positive Attitude

Product Knowledge

Proactive Approach

Conflict Resolution

Adaptability

Sales Negotiation and Influencing

Relationship Building (Internal and External)

Strategic Thinking

Account Planning and Management

Time Management

Teamwork

Education

Bachelor’s degree in Marketing, Business Administration or equivalent

Job description

ABOUT FILTRONA

Filtrona is the only global, independent market leader in the design, testing and manufacturing of specialist filter solutions and related scientific services. With a head office in Singapore, Filtrona has 9 manufacturing facilities across Europe, America, and Asia, together with 2 innovation centres, an accredited laboratory and a Centre of Excellence focused on sustainability. The company has 2,000 employees serving customers across 120 countries.

Our purpose is to support partners to transform and benefit from business growth; we succeed when they succeed. Our mission is to be a responsible, customer-focused innovation leader creating excellence in sustainable solutions for today and tomorrow.

For more information, please visit www.filtrona.com.

ROLE AND RESPONSIBILITIES

Act as the main point of contact for any customer requests and order acknowledgements, and route these requests to the Order Management (OM) team.

• Customer Enquiries and Request Management: Manage customer requests and route those related to orders to the Order Management (OM) team.
• Customer Relationship Management: Represent Filtrona in customer meetings related to delivery, OTIF, and quality performance KPIs. Build strong relationships with customers through a deep understanding of our brand and their needs, including face-to-face meetings.
• Issue Resolution: Communicate customer issues (including quality concerns) and potential solutions to both the customer and internal teams, in collaboration with the Order Management team.
• Customer Reporting: Track and present KPIs with data support from the OM team.
• Continuous Improvement & Customer Satisfaction: Lead continuous improvement and customer satisfaction initiatives (mini-VOC). Review, develop, and implement strategies to enhance the customer experience. Monitor and analyze trends in customer feedback and behavior to identify areas for improvement. Conduct regular reviews of customer interactions to ensure quality and consistency.
• Customer Onboarding: Oversee the onboarding of new customers, including KYC and profile setup in FS.
• Sales Activities / Representation: Follow up on customer orders to meet forecasts, manage order phasing with customers, and monitor purchase trends to identify churn risks and promote upselling/cross-selling. Support demand planning and sales in forecast planning and LV.
• Accounts Receivable & Credit Limit Management: Manage accounts receivable and credit limits, including communication of letter of credit information provided by the Order Management team.
• Shipping Notification to customers

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Bachelor’s degree in Marketing, Business Administration, or equivalent is preferred.
• Minimum 5 years of relevant work experience in a sales and/or customer service role within the Manufacturing industry.
• Language proficiency: English and Bahasa.

PREFERRED SKILLS

• Communication Skills (verbal and written): Communicate clearly, concisely, and effectively to understand and address customer needs, interact with other departments, and document processes.
• Problem-Solving Skills: Quickly identify issues and provide effective solutions to customer problems.
• Patience and Positive Attitude: Remain calm and composed, especially when dealing with difficult or irate customers. Maintain a friendly and optimistic demeanor to create a pleasant customer experience.
• Product Knowledge: Understand the products or services offered to provide accurate information and support, and/or liaise with internal functions.
• Proactive Approach: Proactively liaise with customers to inquire about new orders and discuss forecasts.
• Conflict Resolution: Effectively resolve conflicts and de-escalate tense situations to maintain customer satisfaction.
• Adaptability: Demonstrate flexibility in handling a variety of customer interactions and adjusting to different situations.
• Sales Negotiation and Influencing: Ability to negotiate and influence sales outcomes effectively.
• Relationship Building (Internal and External): Identify, build, and maintain strong relationships with both customers and internal stakeholders.
• Strategic Thinking: Identify new opportunities and adopt strategic marketing approaches to propose our portfolio to customers.
• Account Planning and Management: Set, communicate, and track actions, targets, and account performance.
• Time Management: Efficiently manage time to handle multiple customer inquiries without compromising service quality.
• Teamwork: Work well with others, support team goals, and contribute to a positive work environment.