Customer Success Officer

Location:

Jakarta, ID

Company: PT Chandra Asri Sentral Solusi

Role Purpose

The Customer Success Officer is responsible for executing and owning seamless order management/customer operations activities across the end-to-end sales cycle within a shared services organization. 

This role serves as the key liaison between customers, internal teams, and external partners, to ensure accurate, timely, and compliant SLA-aligned delivery of order fulfilment, billing, documentation, as well as issue resolution activities.

Depending on experience level, the Officer may handle standard transactional activities or complex, exception-based, and high-impact cases requiring independent judgment and end-to-end ownership. The role operates within defined SOPs, governance controls, and commercial guidelines specific to customer’s industries, trade compliance, and customer contractual terms. 

What Success Looks Like in This Role 

A strong Customer Success Officer: 

Processes refinery and/or chemical customer orders accurately with minimal rework

Operates confidently in sales order management in organisation’s ERP (mandatory)

Maintains SLA performance during peak volume or shipment cycles

Manages bulk/packed, export, or contract-based transactions with discipline

Resolves issues end-to-end within authority limits

Reduces escalations through sound judgement

Maintains compliance with trade, tax, and commercial governance requirements

export/import handling

Resource allocation may be stream-specific or cross-stream depending on operational design. 

1.Order Fulfilment & Execution 

Execute end-to-end order fulfilment activities including processing, tracking, and delivery of customer orders in accordance with approved SOPs and SLAs.

Process order creation, issues, amendments, cancellations, rush orders, disputes, and resolution of customer complaints

Handle bulk/packed orders (terminal / dispatch coordination) and/or product orders (contract-based, export-driven).

Ensure accurate transaction processing in ERP system (mandatory).

Support peak shipment cycles and high-risk deliveries.

Coordinate with Supply Chain, Logistics, and Terminal teams where applicable.

2.Issue Handling & Resolution 

Manage customer queries related to orders, dispatch, delivery, billing, and documentation.

Investigate root causes across systems, master data, logistics alignment, and commercial terms.

Liaise with Supply, Finance, Indirect Tax, Legal, and Trade Compliance teams.

Independently resolve complex or time-sensitive cases within defined authority.

Escalate with clear documentation and recommended solutions when required.

3.Billing, Invoicing & Payment Support 

Oversee billing and invoicing processes, including Letter of Credit vetting, issuing and validating invoices aligned to product movements and pricing agreements and sending them to related customers.

Perform Letter of Credit (LC) checks and export documentation (particularly for Chemical stream)

Conduct credit checks and follow up with customers on invoice payments.

Handle pricing validations (contractual pricing, bulk adjustments, manual overrides where authorized).

Support payment follow-up and reconciliation with Finance.

Ensure billing accuracy for month-end closing and revenue recognition.

Manage and respond to customer queries in a timely and professional manner.

4.Customer Master Data & Documentation 

Maintain accurate customer master data, manual pricing records, and commercial terms in SAP.

Ensure compliance with refinery and chemical trade documentation standards.

Validate data integrity to prevent revenue leakage or compliance breaches.

Support audit readiness and internal control requirements.

Generate and provide required documentation, such as Certificates of Analysis (COA), Certificates of Origin (COO), packing lists, and invoices.

Conduct customer surveys to capture feedback, manage complaints, and measure satisfaction.

5. Month-End & Compliance Governance 

Support financial month-end closing activities impacting revenue, billing, and order management and support financial reconciliation.

Ensure compliance with regulated product handling

Collaborate with Indirect Tax, Legal, and Trade Compliance teams to adhere strictly on trade compliance, tax requirements and related internal/external governance and trade-related controls/issues.

Contribute to SLA performance tracking and reporting.

Education Requirement 

Bachelor’s degree in Business, Supply Chain, Operations, Finance, or related discipline (preferred). 

Skills & Experience Required 

This role is designed for operational professionals within shared services organization. 

The ideal candidate will have: 

Minimum 3 years of experience in Customer Services/ Operations, Sales Order Management, Order-to-Cash, Billing, or Supply Chain Operations, preferably within petrochemical, chemical, or manufacturing industries

Experience supporting refinery, petrochemical, manufacturing, or regulated industries preferred.

Mandatory hands-on experience in SAP modules (SD, FI/CO) and strong understanding of end-to-end Order-to-Cash lifecycle.

Experience in billing, invoicing, and credit managemen

Exposure to bulk product handling, export/import processes, or trade compliance is an advantage.

Excellent communication and problem-solving skills, with the ability to manage customer expectations and resolve issues effectively.

Highly adaptable, strong problem solving and analytical, results-oriented, with the agility to learn quickly in a dynamic environment.

Detail-oriented with strong organizational skills and ability to manage multiple priorities.

Ability to manage workload in high-volume, SLA-driven environments and able to operate independently within defined authority levels.

Clear and professional English communication skills (mandatory).