Cs and Order Processing Supervisor

2 months ago

Jakarta, Indonesia PepsiCo Full time

Overview:
**About the job**:
To strengthen our growth, we are looking for talent as Customer Service and Order Processing Supervisor

**What can you expect?**

As the Customer Service and Order Processing Supervisor, you will be at the forefront of driving exceptional customer experiences and optimizing order-to-cash (OTC) processes. You will lead and inspire a team dedicated to ensuring seamless order processing, efficient finished goods distribution to distribution centers and sales channels, and ultimately, high customer satisfaction. This role is critical in establishing best-in-class guiding principles, refining procedures, conducting performance analysis, and driving distribution optimization.

**Responsibilities**:
**We will count on you to**:

- Lead and oversee customer inquiries, order process management, implementing effective strategies and practices to enhance customer satisfaction, and addressing complaints
- Coordinate with commercial, distributor and logistic arm to optimize the delivery plan and phasing, and movement of goods across DC and channels
- Coordinate closely with commercial, planner, and distributor to understand market dynamics, demand variations, and customer requirements
- Handle complete order processes, including receive, order confirmation, delivery arrangement and follow-up, invoice release, order tracing, etc.
- Drive distributor order to aligned with AOP and company target
- Develop and tracks customer service performance metrics and data, handle escalated customer inquiries, and implement continuous improvement
- Develop monthly replenishment plan to distributors and channels to acquire optimize phasing and customer demand
- Manage distributors, channels stock cover days and execute strategies to minimize excess and avoid shortage
- Work closely with distributors, third party logistics, and carriers to optimize customer service and reduce costs within the logistic network
- Create and develop a common framework, guidelines and set of protocols for managing customers to support sales target
- Responsible to resolve any customer claims or complaints, including processing customer returns or credit notes and follow up for resolution
- Use advanced route optimization and optimize planned schedules for better efficiency
- Identify opportunities to streamline and optimize supply chain and customer service processes, leveraging technology and best practices to enhance efficiency, responsiveness, and customer experience
- Build leadership, coach, and develop functional team's capabilities and emphasize customer service team to fostering customer centric culture and driving service excellence
- Build and foster strong relationship with logistic partners and customers to ensure accurate demand signals and effective supply planning

Qualifications:
**What do you need to have?**

Bachelor’s degree in Industrial Engineering, Logistics, Supply Chain Management or related field with minimum of 5 years of experience in Customer Service, Supply Chain operations within a FMCG environment.

**What makes you stand out?**
- Proficiency in using SAP ERP system (SD Module) and distribution business model
- Customer Inquiry and Order Management
- Good Relationship Management
- Communication skills in English - verbal and written.
- Why PepsiCo Indonesia?
- This is your opportunity to become part of building a global brand in Indonesia:

- Critical experience to be part of a pioneering in an early-stage organization
- Drive the business launch of a global FMCG leader in a new market
- Opportunity to work across geographies and markets, collaborating directly with senior leaders

**Being you at PepsiCo**:
PepsiCo is an equal opportunity employer, we foster the diversity of applicants across gender, age, ethnicity, nationality, social background, religion or belief and disability.

**Planet + People**:
PepsiCo Positive (pep+) is how we’ll transform the way we create value by operating within planetary boundaries and inspiring positive change for the planet and people in the global food system.

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