About The Role
PT Erha Idea Cipta Karsa (EICK) is part of Erdigma Group, focusing on building strong operational excellence through innovation, supply chain optimization, and customer-focused business processes. We are looking for a responsive and detail-oriented Helpdesk Staff to support last-mile delivery operations by handling shipment issues, coordinating with 3PL partners, and ensuring problematic orders are resolved quickly and effectively. This role plays an important part in maintaining delivery performance, minimizing delays, and improving customer satisfaction through active coordination with logistics partners.
Key Responsibilities
- Handle and monitor problematic orders, delivery issues, and shipment escalations from the Customer Service team
- Coordinate daily with 3PL partners regarding delayed, lost, failed, or incorrect deliveries
- Follow up and ensure shipment cases are resolved effectively and on time
- Prepare reports related to shipment issues, SLA achievement, and delivery performance
- Analyze recurring operational issues and escalate critical cases when needed
- Coordinate return processes and ensure operational activities follow company SOPs and service standards
Qualifications
- Bachelor's Degree in Management, Logistics, Communication, Supply Chain, or related fields
- Minimum 1–2 years of experience in logistics, shipment coordination, customer operations, or related roles
- Familiar with last-mile delivery processes and Indonesia's 3PL ecosystem (J&T, JNE, SiCepat, AnterAja, etc.)
- Skilled in using Excel, Google Sheets, ticketing systems, or shipment tracking tools
- Detail-oriented, responsive, and able to work under pressure in a fast-paced environment
- Strong communication, coordination, analytical, and problem-solving skills
Requirements
- Able to communicate effectively with internal teams and external logistics partners
- Comfortable working in a fast-paced and target-oriented environment
- Having experience in logistics, supply chain, or e-commerce operations is preferred
- Strong sense of responsibility, teamwork, and operational discipline
- Willing to work onsite in Purbalingga and handle high daily operational case volumes
