Customer Service Officer

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match. 

Mission

Secure high-quality and consistent execution of Customer Service operations by acting as a control point for discrepancy management, ensuring inventory integrity, and delivering reliable and professional dealer-facing support.

Reporting Line

This role reports directly to the Customer Service & Transport Solutions Manager, RDC Balikpapan and acts as a representative within the Digitalisation Network.

More about the role

Contract Type: 1 year contract

Location: Balikpapan, Indonesia

Key Responsibilities

Discrepancy Management & Operational Control

• Act as the key control point for inbound and outbound discrepancy handling, ensuring end-to-end ownership from identification to resolution.
• Drive structured investigation, root cause analysis, and follow-up of discrepancies to ensure sustainable corrective actions
• Ensure timely and consistent resolution to prevent operational disruption, inventory mismatch, and dealer escalation

Inventory Integrity & Quality Assurance

• Safeguard alignment between physical and system stock through disciplined execution of discrepancy-related processes
• Manage end-to-end scrapping processes and parts return flows from dealers and suppliers
• Coordinate closely with CDC and Finance on replacement invoice processes, ensuring accurate recording and reconciliation of in-transit inventory in the system
• Ensure accurate and timely execution of invoice matching for external suppliers
• Contribute to strengthening warehouse quality performance and process reliability

Dealer & Stakeholder Interface

• Act as the primary interface for dealers on operational topicss, including discrepancy handling, ordering activities, and all types of inquiries
• Manage and respond to requests from dealers, Business Areas, and internal stakeholders (e.g., Business Control, warehouse and management) in a timely and professional manner
• Ensure clear, accurate and consistent communication to align expectations and support decision making
• Coordinate cross-functionally to secure proper follow-up and closure of issues, requests, and actions
• Proactively manage stakeholder expectations and minimise escalations through structured communication and ownership