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.

Service Operations & Technology (SOT) is the organization within the Volvo Group that secures and develops the service operations and technical solutions our customers depend on every day, across the globe, for all brands of the Group.

We operate at the core of the Volvo Group’s service ambition, enabling uptime, trust, and customer success through stable operations, continuous improvement, and digitalization.

The world around us is changing fast, and the service business is becoming one of the most strategic areas for the Volvo Group. SOT turns this momentum into action by translating strategy into concrete solutions and stable operations. Guided by a clear Customer First mindset, we work side by side with commercial and operational teams to secure uptime, create transparency, and deliver scalable, data driven services that unlock new business models and support a competitive, segmented offer.

Resilience and sustainability are built into everything we do. We design and run robust, AI-enabled processes and systems that strengthen the end-to-end value chain, increase flexibility, and ensure we are always ready when our customers need us. At the same time, we actively contribute to the Volvo Group’s sustainability transformation by enabling circular and electromobility services, reducing emissions and waste in our operations, and helping shape a service ecosystem that is better for our people, our planet, and our company.

Joining SOT means being part of a collaborative and diverse environment where we drive operational excellence and transform strategy into tangible results.

With us, you can push your own professional skills and drive change together with committed people. We are in an exciting transformation phase - come, learn and create a new future together with us!

• Ensure uninterrupted import, export, transportation, and trade compliance execution to support parts availability, dealer service performance, customer satisfaction, and customer uptime.
• Act as the operational focal point for customs and trade compliance activities within Regional Distribution Center Balikpapan (RDC Balikpapan), ensuring timely execution, regulatory compliance, and effective stakeholder coordination.
• Deliver efficient, consistent, and customer-focused service through strong ownership, operational discipline, and proactive communication.
• Drive digitalization, automation, and data-driven decision-making to improve operational efficiency, visibility, and process reliability to create business value.
• Support RDC Balikpapan's roadmap toward Customs Clearance Internalization while strengthening local customs execution capability and business continuity.

• Meet or exceed agreed KPI targets for RDC Service Center operations.
• Coordinate end-to-end importation, exportation, and transportation activities between all involved stakeholders.
• Ensure timely and accurate communication regarding shipment status, ETA, invoices, shipping documentation, and operational exceptions.
• Monitor inbound and outbound shipment performance and proactively resolve operational issues.
• Act as key contact point between RDC Balikpapan, dealers, Business Areas, logistics service providers, and central warehouse.
• Safeguard parts availability through close cooperation with Dealer Inventory Management, Supply Planning, Warehouse Operations, and Transport Operations.
• Participate in…