Specialist Customer Support

PT Filtrona Manufacturing Indonesia; Sidoarjo; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A leading filter solutions manufacturer in Sidoarjo is seeking a Customer Service and Sales representative to manage customer enquiries, relationships, and improve satisfaction. The successful candidate will have a Bachelor's degree and at least 5 years of experience in a relevant role, proficient in English and Bahasa. This position requires strong communication and problem-solving skills to effectively support customers and enhance their experience.

Qualifications

• At least 5 years of work experience in a sales and/or customer service role.
• Language proficiency: English and Bahasa.

Responsibilities

• Manage customer requests related to orders with the Order Management team.
• Build strong relationships with customers and represent the company in meetings.
• Track KPIs and present them with data support.
• Lead initiatives to enhance customer experience and monitor feedback trends.
• Oversee onboarding of new customers and manage accounts receivable.
• Notify customers of shipping statuses and updates.

Skills

Communication Skills

Problem-Solving Skills

Patience and Positive Attitude

Product Knowledge

Proactive Approach

Conflict Resolution

Adaptability

Sales Negotiation and Influencing

Relationship Building

Strategic Thinking

Account Planning and Management

Time Management

Teamwork

Education

Bachelor's degree in Marketing or Business Administration

Job description

Key Responsibilities

• 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: Notify customers of shipping status and updates.

Qualifications

• Bachelor’s degree in Marketing, Business Administration, or equivalent is preferred.
• At least 5 years of work experience in a sales and/or customer service role.
• 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.

Filtrona is the only global, independent market leader in the design, testing and manufacturing of specialist filter solutions, tear tapes and related scientific services. With a head office in Singapore, Filtrona has 11 manufacturing facilities across Europe, America, and Asia, together with 3 innovation centers, an accredited laboratory and a centre of excellence focused on sustainability. The company has over 2000 employees serving customers across 120 countries. Our purpose is to support partners to transform and benefit from business growth. Our mission is to be a responsible, customer-focused innovation leader creating excellence in sustainable solutions for today and tomorrow.