Operations & Customer Experience Lead

Bulten Group

Jakarta Pusat

On-site

IDR 180,000,000 - 300,000,000

Full time

14 days+

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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.