This position is for Fosroc Indonesia.
Objectives of the Role
- Managing and coordinating the activities of the customer service team to ensure the highest level of service is provided to our customers.
- Handling customer complaints, developing and implementing service procedures, analyzing service data, and collaborating with other departments to resolve customer issues effectively.
- To achieve company targets and ensure customers have the best experience throughout the sales process while adhering to safety and security standards.
Key Areas of Responsibility
- Lead, mentor, and develop a team of customer service representatives.
- Provide ongoing training and support to team members.
- Supervise day-to-day customer service representative activities.
- Coordinate Customer Service Representatives to carry out functions in accordance with their job roles.
- Address and resolve customer complaints and issues promptly.
- Rectify and analyze the process of any complaints from local customers.
- Ensure customer satisfaction by providing effective solutions in line with company policies.
- Develop and implement efficient customer service procedures.
- Continuously evaluate and improve service processes to enhance customer experience.
- Lead Control Self-Assessment (CSA) for sales order management.
- Ensure that customer service work complies with ISO standard processes (Internal and External Auditor).
- Process Purchase Orders (PO) from customers end-to-end.
- Maintain accurate customer files and performance history.
- Maintain a minimum stock of material in the Cikarang Warehouse to ensure availability.
- Work closely with other departments to ensure a cohesive customer service experience.
- Coordinate necessary actions to resolve customer issues and improve service delivery.
- Strive to achieve company targets and objectives.
- Ensure customers receive the best experience throughout the sales process.
- Ensure compliance with all company safety and security policies and procedures.
- Promote a culture of safety within the customer service team.
- Identify potential safety hazards and implement corrective actions.
- Participate in safety training sessions and drills.
- Ensure secure handling and storage of customer data and sensitive information
Job Requirements:
- A bachelor's degree in Business, Management, Communications, or a related field is preferred.
- 3-5 years in a customer service role; 2 years in a supervisory/coordinative position
- Deep understanding of customer service principles and practices; CRM systems; order-to-cash processes; inventory management.
- Strong verbal and written communication skills; time management and multitasking; analytical and problem-solving; leadership.
- Proactive and results-oriented; ability to work under pressure; customer-centric; strong work ethic and integrity.
- Awareness of workplace safety protocols; ability to promote and enforce safety standards.