PURPOSE

To ensure seamless & effecient customer service (internal and external) through effective collaborations with cross functional teams to ensure the business needs/ targets are fulfilled. Utilizing new processes and technology to enhance customer experience ensuring efficiencies. Focus on Crop Protection Product.

MAJOR TASKS

Customer Interaction (directly and via sales team members)

• Orchestrate the service relationship, acting as primary contact for assigned customer accounts
• Analyze account history, understand the supply needs, help make decisions to optimize orders and product deliveries
• Provide information on orders, supply availability, timing, updates on products, programs, sample order, etc.
• Reach out to customers and sales team for missing Customer Master data information to process categorized sales orders
• Seek customer feedback to track satisfaction level and identify solutions to improve experience

Case Management

• Resolve any immediately resolvable request (e.g order management – Order Entry, Status check, order fulfillment – scheduling, product complain, customer complain)
• Receive and route queries by raising and closing tickets on the SFDC platform (OCV/CRM) within defined SLA
• Resolve queries related to order/invoices within defined SLA
• Documentation and communication for complaints & errors related to orders and delivery

Collaboration

• Involve Customer Operations team and other functions for resolution of non-immediately resolvable requests
• Support sales, commercial, supply chain and other functions with customer information such as delivery forecast, targets & progress
• Oversee truck load utilization on TMS, do necessary action to optimize outward freight.
• Support import and export team to proceed export sales order.

Customer Experience

• Ensure services based on customer prioritization with efficiency
• Support trainings on new processes, tools, and systems related to supply chain and help customers to adopt accordingly
• Identify the gaps and improvement areas to increase the operational efficiency and customer experience.
• Help onboard new colleagues, provide function-specific peer-to-peer training
• Drive satisfaction surveys at customer level related to order management

Rebate Calculation

• Prepare rebate calculations working according to designated program
• To obtain approval and issue rebate CN to customers on time
• To utilize RPA for automated rebate CN processing
• To liaise with Finance for final settlement once all the annual rebate program completed

SKILLS & REQUIREMENTS

• Bachelor’s Degree in Business Administration, Agricultural Science, Supply Chain Management, or a related field is preferred.
• Relevant Work Experience: 3-5 years of experience in customer service, Supply Chain Management, IT, preferably in the agricultural sector or seed industry.
• Skills:
  • Customer Service Skills: Strong abilities in managing customer relationships and resolving issues effectively.
  • Communication Skills: Excellent verbal and written communication skills in both Bahasa Indonesia and English to interact with diverse stakeholders.
  • Collaboration and Teamwork: Proven ability to work collaboratively with internal teams (production, commercial, warehouse, and delivery) and external partners (toller manufacturers).
  • Problem-Solving Skills: Strong analytical and problem-solving capabilities to address customer inquiries and operational challenges.
  • Agility and Adaptability: Ability to respond quickly to changes in the market or customer needs and to implement new strategies effectively.
  • Technical Competence: Familiarity with supply chain processes, logistics, and agricultural production systems.