Store Fulfillment & Customer Service Manager

DUA PENDEKAR AYAM; Kota Malang ꦠꦸꦛꦩꦭꦁ; On-site; IDR 167,400,000 - 234,360,000; Full time

Job summary

PT Dua Pendekar Ayam is hiring a Store Fulfillment & Customer Service Manager to lead end-to-end store fulfillment for 24+ outlets in Malang and surrounding areas. You will own the scorecard, drive on-time delivery, and coordinate with stores and vendors to fix root causes.

The role requires 4–6+ years in supply chain or operations with multi-site F&B/QSR experience, and a hands-on leader who can manage weekend coverage and critical issues.

Qualifications

• 4-6+ years in supply chain, logistics, or operations management, with multi-site F&B/QSR experience a major advantage
• Highly conscientious and thorough under pressure—able to catch what others miss when things get chaotic
• Ability to set boundaries with internal stakeholders and prove it with a real story, not just a claim
• Negotiate hard with vendors and manage multiple stakeholders—internal and external—without losing the thread
• Have led people before, formally or informally—2-3 direct reports show you can do it
• Read a scorecard and act on it, not just report it upward
• Ready to own the entire store fulfillment problem—not expedite every piece of it

Responsibilities

• Own the scorecard: drive fill rate, on-time delivery, and resolution time across 24+ stores
• Be the escalation backstop: triage issues needing leadership attention and resolve others at your level
• Build real store relationships: run monthly pulse checks with store managers to catch pain points
• Hold vendors accountable: turn store issues into data driving vendor reviews in procurement

Skills

Supply chain

Logistics

Operations management

People leadership

Vendor management

Multi-site management

Job description

Store Fulfillment & Customer Service Manager

WE'RE HIRING : Store Fulfillment & Customer Service Manager

Placement : Malang, East Java

ABOUT US:

Established in 2024 in Malang, Indonesia, PT Dua Pendekar Ayam is the powerhouse behind Dikichi — a bold fried chicken brand on a mission to serve high-quality, affordable fried chicken to the masses.

Our ambition? To become Indonesia’s No. 1 fried chicken brand and take it global.

At PT Dua Pendekar Ayam, culture is everything. We’re bold, fun, and impact-driven. Speed, resilience, agility, collaboration, and extreme ownership are not just values — they’re how we win. Here, people don’t just work. They grow, lead, and thrive.

ABOUT THE ROLE:

We're hunting for a bold Manager, Store Fulfillment who's hungry to become the backbone connecting our supply chain to all Dikichi retail outlets

You'll be the person stores trust the moment something goes wrong — a shortage, a late delivery, a wrong SKU — and the person who makes sure it almost never happens in the first place. This isn't a support desk. It's ownership of the entire store experience, from the first WhatsApp message to the vendor accountability that fixes the root cause for good.

You’ll lead a team, own the numbers, and be the person our stores can count on — every day, every weekend, no exceptions.

WHAT YOU'LL DO:

Own the Scorecard — Drive fill rate, on-time delivery, and resolution time across 24+ stores, and make the numbers move in the right direction, week after week

Be the Escalation Backstop — Triage what truly needs leadership's attention and resolve everything else at your level — no forwarding problems that are yours to solve

Build Real Store Relationships — Run monthly pulse checks with store managers so you catch pain points before they turn into complaints

Hold Vendors Accountable — Turn store-level issues into hard data that drives real consequences in procurement's vendor reviews

Command the Rotation — Manage shift and weekend coverage so stores never feel abandoned, on a Tuesday or a Sunday

Be On Standby When It Matters — Available for critical weekend and off-hours issues, because chicken doesn't stop selling on Saturday

YOU'RE A GREAT FIT IF YOU:

Have 4-6+ years in supply chain, logistics, or operations management, with multi-site F&B/QSR experience a major advantage

Are highly conscientious and thorough under pressure — the kind of person who catches what others miss when things get chaotic

Know how to set boundaries with internal stakeholders — and can prove it with a real story, not just a claim

Negotiate hard with vendors and manage multiple stakeholders — internal and external — without losing the thread

Have led people before, formally or informally — 2-3 direct reports is enough to show you can do it

Read a scorecard and act on it, not just report it upward

Are ready to own the entire store fulfillment problem — not expedite every piece of it

WHY THIS ROLE MATTERS:

This isn't your typical supply chain role where you're buried in spreadsheets and forwarded complaints. Here, your decisions directly impact real people — the store manager who can finally stop firefighting, the crew who gets their delivery on time during the Friday dinner rush, the customer who never finds out there was ever a shortage at all.

We're growing fast, which means there's real room to grow with us. Today you might be managing fulfillment for 14 stores. Next year? You could be building the fulfillment function for a hundred.