Operations & Customer Experience Lead

Bulten Group; Jakarta Pusat; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Bulten-Exim, Jakarta-based, seeks a Customer Service & Operations Team Lead to manage daily CS & operations activities and ensure timely order fulfilment and logistics execution. You will coordinate with internal teams, 3PLs and HQ to resolve issues and optimize service delivery.

The role requires 5+ years in CS/Logistics or supply chain ops, 2+ years in leadership, strong Excel and English communication, and the ability to work across borders with a proactive problem-solving mindset.

Qualifications

• Min 5 years of experience in Customer Service, Logistics, 3PL/Warehouse or Supply Chain Operations.
• At least 2 years in a supervisory or team leadership role.
• Proficient in Microsoft Excel; experience with ERP/WMS systems (e.g., Exact) preferred.
• Strong communication skills in English, both written and verbal.
• Able to work independently and collaboratively in a cross-functional and cross-border environment.
• Strong decision making and problem solving skill.
• Basic knowledge of government import regulations is preferred.

Responsibilities

• Lead and oversee day-to-day Customer Service & Operations activities to ensure timely and accurate order fulfilment, shipment execution and customer satisfaction.
• Act as the primary escalation point for operational issues, customer complaints and delivery challenges, coordinating with internal stakeholders, 3PL providers and HQ to drive timely resolution.
• Monitor operational KPIs, shipment status and service performance, proactively identifying risks and implementing corrective actions to minimise business disruption.
• Oversee warehouse operations, including inventory accuracy, stock movements, stock take activities and storage optimisation.
• Drive operational excellence by reviewing and improving work processes, SOPs and system utilisation to enhance productivity and service quality.
• Lead warehouse and operations staff, providing coaching, guidance and performance management to build a high-performing team.
• Ensure compliance with company policies, safety regulations and warehouse Health, Safety & Environment (HSE) requirements.
• Partner with the Country Manager to implement regional initiatives, business improvement projects and operational strategies.
• Prepare operational reports and provide insights on performance, inventory and service trends to support business decisions.
• Support the Country Manager in resource planning, workload prioritisation and operational continuity.
• Undertake other duties and projects as assigned.

Skills

Excel

ERP/WMS

Leadership

English communication

Tools

Exact ERP/WMS

Job description

Bulten-Exim, Jakarta-based, seeks a Customer Service & Operations Team Lead to manage daily CS & operations activities and ensure timely order fulfilment and logistics execution. You will coordinate with internal teams, 3PLs and HQ to resolve issues and optimize service delivery.

The role requires 5+ years in CS/Logistics or supply chain ops, 2+ years in leadership, strong Excel and English communication, and the ability to work across borders with a proactive problem-solving mindset.