LOKER SIDOARJO PT FILTRONA MANUFACTURING INDONESIA TERBARU 2025 SEBAGAI SPECIALIST CUSTOMER SUPPORT

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 initiatives such as mini-VOC to enhance customer satisfaction. Review, develop, and implement strategies to improve the customer experience. Monitor and analyze feedback trends and conduct regular reviews to ensure quality and consistency.
• Customer Onboarding: Oversee 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, monitor purchase trends, and support upselling/cross-selling. Assist demand planning and forecast management.
• Accounts Receivable & Credit Limit Management: Manage receivables and credit limits, including letter of credit communication provided by the OM team.
• Shipping Notification: Provide shipping updates to customers.

Qualifications

• Bachelor’s degree in Marketing, Business Administration, or equivalent is preferred.
• At least 5 years of experience in sales and/or customer service.
• Proficiency in English and Bahasa.

Preferred Skills

• Communication Skills: Clear, concise, and effective communication with customers, departments, and documentation.
• Problem-Solving: Quickly identify issues and provide solutions to customer problems.
• Patience & Positive Attitude: Stay calm, friendly, and optimistic with all customer interactions.
• Product Knowledge: Understand products/services to provide accurate support or liaise with internal teams.
• Proactive Approach: Engage customers about new orders and forecasts.
• Conflict Resolution: Effectively resolve conflicts to maintain satisfaction.
• Adaptability: Handle various customer interactions and adjust to changing situations.
• Sales Negotiation & Influencing: Negotiate and influence sales outcomes effectively.
• Relationship Building: Build and maintain strong relationships with customers and internal stakeholders.
• Strategic Thinking: Identify opportunities and adopt marketing strategies for customer portfolios.
• Account Planning & Management: Set, communicate, and track account targets and performance.
• Time Management: Efficiently manage multiple inquiries while maintaining quality.
• Teamwork: Collaborate effectively, support team goals, and contribute to a positive environment.