Indonesia Customer Service Leader – End-to-End Orders

Hach (Veralto); Jakarta Pusat; Sur place; IDR 90 000 000 - 120 000 000; Plein temps

Résumé du poste

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

Responsabilités

• 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

Description du poste

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