Lowongan Kerja Sidoarjo Posisi Specialist Customer Support di PT Filtrona Manufacturing Indonesia

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Perusahaan	PT Filtrona Manufacturing Indonesia
Posisi	Specialist Customer Support
Tempat	Sidoarjo
Jenis Pekerjaan	Full Time
Spesialisasi Dibutuhkan	Manajemen Akun & Relasi (Penjualan)
Gaji Min	Rp. 2.000.000
Gaji Max	Rp. 8.500.000

The Role

Act as the main point of contact for any customer requests and order acknowledgements, and route these requests to the Order Management (OM) team.

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

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.

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