Customer Service & Operations Team Lead - East Jakarta - WFO (ID: 713999)

About the role

You will lead and oversee daily Customer Service & Operations activities, ensuring smooth order fulfilment, shipment execution, warehouse operations, inventory management and customer service. You will act as a key escalation point for operational issues and work closely with internal stakeholders, customers, 3PL providers and regional/HQ teams.

Key responsibilities

• Lead day-to-day Customer Service & Operations activities, ensuring timely and accurate order fulfilment and shipment execution

• Coordinate with customers, internal stakeholders and 3PL providers to resolve operational and delivery issues

• Monitor shipment status, operational KPIs and service performance, taking corrective action when required

• Oversee warehouse activities including inventory accuracy, stock movement, stock taking and storage optimisation

• Drive continuous improvement of operational processes, SOPs and systems

• Lead, coach and develop warehouse and operations team members

• Ensure compliance with company policies, safety and HSE requirements

• Prepare operational reports and provide insights on inventory and service performance

• Support the Country Manager in operational planning, business improvement and continuity initiatives

About you

• Bachelor's degree preferred

• Minimum 5 years of experience in Customer Service, Logistics, 3PL/Warehouse or Supply Chain Operations

• Minimum 2 years of supervisory/team leadership experience

• Strong understanding of end-to-end operational processes

• Experience working with 3PL/logistics partners is highly desirable

• Knowledge of importation processes and import quota is a strong advantage

• Proficient in Microsoft Excel; ERP/WMS experience preferred

• Good command of English, both written and verbal

• Strong analytical, decision-making and problem-solving skills

• Able to work independently in a cross-functional and cross-border environment