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.

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.

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

Contract Type: 1 year contract

Location:

Balikpapan, Indonesia

• 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

• 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

• 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
• Manage dealer invoice and tax document consolidation, ensuring accuracy and completeness prior to submission
• Perform daily submission of dealer invoices and tax documents, ensuring timeliness and compliance with required standards

• Ensure structured, disciplined execution of Customer Service processes with strong ownership and accountability
• Identify gaps in execution and drive continuous improvement initiatives to enhance efficiency and reliability

• Support implementation of standardised communication practices and digital tools
• Contributes to increased transparency, data-driven decision making, and process digitalisation
• Contribute to digitalisation and automation initiatives within Customer Service operations
• Support the implementation of digital tools and process improvements to enhance efficiency, transparency, and data accuracy
• Promote data-driven ways of working and continuous improvement through automation and system utilisation

• Customer focus & service mindset
• Strong ownership & accountability
• Analytical thinking & problem-solving
• Process discipline & operational excellence
• Communication & stakeholder management
• Digital mindset & continuous improvement orientation

• Bachelor's degree in any major
• Experience in customer service, logistics, or warehouse operations
• Good understanding of inventory management and discrepancy handling processes
• Strong analytical skills with ability to identify root causes and support decision-making
• Strong communiation skills in English
• Proficiency in Microsoft Office applications
• Well-organised, detail-oriented, and able to work effectively in a team environment
• Knowledge…