Gateway Search is proud to partner with one of the leading R&D and manufacturers of automation technology to bring on board a Customer Service Operations Team Lead based in Jakarta, Indonesia.
Role Purpose
The Team Lead is responsible for managing and optimizing the end-to-end Order-to-Cash (O2C) process, encompassing Customer Service, Order Processing, and Logistics operations. This role ensures seamless coordination across functions, delivering high quality customer experience, operational efficiency, and timely order fulfillment.
Key Responsibilities
- Lead and manage the end-to-end Order-to-Cash (O2C) process across Customer Service, Order Processing, and Logistics, ensuring seamless execution from customer interaction to final delivery.
- Ensure high-quality, responsive, and customer-centric service by providing accurate and timely communication on order status, delivery commitments, and administrative inquiries, while effectively handling quotes, orders, claims, credits, and customer complaints to maintain strong customer relationships and customer satisfaction.
- Oversee all order processing activities to ensure accuracy, completeness, and timely execution, including governance of order validation, master data integrity, system transactions, and order changes to minimize operational disruptions.
- Ensure seamless coordination of logistics and warehouse operations by aligning customer demand with inventory and fulfillment activities, while monitoring performance, maintaining stock accuracy, and proactively managing risks to ensure timely and reliable delivery execution.
- Drive continuous improvement initiatives by analyzing processes, identifying inefficiencies, and implementing solutions to enhance data accuracy, service quality, operational efficiency, and overall customer experience.
- Monitor and improve operational performance across the service center, including order accuracy, fulfillment reliability, inventory control, and service responsiveness, while proactively identifying and mitigating risks impacting delivery or service levels.
- Ensure accurate data entry and maintenance of customer and order data in CRM systems (Salesforce and SAGE).
- Communicate with HQ / Global team to resolve the issue related with customers, logistics, and delivery time.
- Coach and guide team members and ensure adherence to company operational procedures.
Requirements & Qualifications
- Bachelor's degree in Business, Management, Engineering, Sciences, or related field.
- Minimum 5-8 years experience in Customer Service Operations, Service Centre, or similar roles
- Proven hands-on experience in managing or executing Order-to-Cash (O2C) processes, including order management, customer interaction, and coordination with logistics and finance functions.
- Demonstrated experience in cross-functional collaboration, working closely with Sales, Finance, Logistics, and other stakeholders to ensure seamless execution of customer orders
- Experience supervising operational teams.
- Experience in process improvement and operational optimization, with the ability to identify inefficiencies and implement practical solutions to improve service quality and efficiency.
- Hands-on experience with ERP/CRM systems (e.g., SAP, Salesforce, or SAGE) and strong familiarity with data handling, order entry, and system-driven workflows and Microsoft Office.
- Good coordination, problem-solving, and communication skills.
If an opportunity interests you, please share your CV with us for a confidential discussion on this role. We regret to inform you that only shortlisted candidates will be contacted. Thanks.
EA License No: 19C9807 | Reg No: R1547510
