MRO工业品客户经理 Key Account Manager

岗位职责：

1. 全面搭建并落地公司印尼本地业务的客户管理及服务合规体系；熟悉印尼市场政策、行业法规及本地商业惯例，确保客户运营、产品销售及售后服务合规规范开展，有效管控客户合作风险、业务纠纷及本地化运营风险。

2. 全面负责印尼市场客户开发、维护与深度运营，覆盖工业客户、渠道经销商及终端客户；开展客户需求挖掘、商务谈判、合同敲定及订单全流程跟进，优化客户合作方案，持续提升客户粘性与复购率。

3. 实时跟进印尼行业政策、市场竞争动态、进口贸易法规及客户需求变化，输出本地化政策解读及业务应对方案；组织内部市场及客户服务专项培训，对新客户开发、新业务拓展开展前期评估及可行性分析。

4. 独立处理各类客户及业务突发问题，包括客户投诉、合同纠纷、订单异常、项目合作障碍等；作为公司本地对接代表，与印尼当地客户、行业机构及合作方沟通洽谈，化解业务矛盾，最大限度降低公司经营损失。

5. 协同国内销售、采购、供应链、财务及本地运营团队，优化订单交付、售后支撑及客户服务流程，提升整体业务运营效率，降低本地化运营及客户维护成本；定期输出市场及客户 KPI 报表，涵盖客户开发量、订单完成率、客户满意度、市场销售数据及异常问题统计，为区域业务决策提供数据支撑。

6. 推进本地客户管理流程数字化、标准化建设，对接公司 ERP 及 CRM 系统，完成客户档案、合作记录及业务数据的标准化整理与归档；总结本地化客户运营 SOP 及市场运作经验，支撑印尼区域业务持续扩张与深度布局。

任职要求：

1. 大专及以上学历，国际贸易、市场营销、工商管理、供应链管理等相关专业优先；具备 5 年以上客户管理及市场运营相关工作经验，其中至少 3 年印尼本地一线业务实操经验；有工业品销售、渠道运营、跨境客户管理经验者优先。

2. 语言能力：熟练掌握商务英语及中文，可独立完成商务洽谈、日常客户对接、邮件往来及跨境会议沟通；精通印尼语者优先。

3. 深入了解印尼本地市场规则、贸易政策、客户合作习惯及行业竞争格局；熟悉跨境全流程业务合作、本地渠道运营及客户纠纷处理机制，具备丰富的大客户维护、重点项目商务谈判及复杂客诉处理实战经验。

4. 具备本地渠道经销商、合作服务商及客服团队管理经验；拥有敏锐的市场洞察力、风险识别能力及严谨的业务合规意识，可独立解决复杂市场及客户运营问题。

5. 优秀的跨文化沟通能力与跨部门协作能力，抗压能力强、市场应变能力突出，具备结果导向思维；熟练使用 Excel，可独立完成市场数据分析、客户数据整理及各类业务报表输出。

6. 优先条件：熟悉中资企业印尼投资运营模式及海外中资企业内部协作逻辑；持有国际贸易、市场营销等相关专业证书者加分。

Key Responsibilities:

1. Fully establish and implement customer management and service compliance systems for the company’s Indonesia local business. Be proficient in Indonesian market policies, industry regulations and local business customs; ensure standardized and compliant development of local customer operations, product sales and after-sales service; effectively control customer cooperation risks, business disputes and localized operational risks.

2. Take charge of full-cycle customer development, maintenance and deep operation in the Indonesia market, covering industrial customers, channel distributors and end clients. Conduct customer demand mining, business negotiation, contract confirmation and order follow-up; optimize customer cooperation solutions and continuously improve customer stickiness and repurchase rate.

3. Keep real-time track of updates on Indonesian industry policies, market competition dynamics, local import and trade regulations, and customer demand changes. Deliver localized market policy interpretation and business coping strategies; organize internal market and customer service training; conduct pre-assessment and feasibility analysis for new customer development and new business expansion.

4. Independently handle various emergency customer and business issues, including customer complaints, contract disputes, order abnormalities and project cooperation obstacles. Act as the company’s local representative to communicate and negotiate with Indonesian local customers, industry institutions and cooperative parties, resolve business conflicts and minimize company losses.

5. Collaborate with domestic sales, procurement, supply chain, finance and local operation teams to optimize order delivery, after-sales support and customer service processes; improve overall business operation efficiency and reduce localized operation and customer maintenance costs. Compile regular market and customer KPI reports covering customer development volume, order completion rate, customer satisfaction, market sales data and abnormal problem statistics to support regional business decision-making.

6. Promote the digitalization and standardization of local customer management processes; work with the company’s ERP and CRM systems to standardize and archive customer profiles, cooperation records and business data. Summarize localized customer operation SOPs and market operation experience to support the continuous expansion and deep layout of the Indonesia business.

Requirements:

1. Diploma or above, preferably in International Trade, Marketing, Business Administration, Supply Chain Management or related fields. 5+ years of experience in customer management and market operations, including at least 3 years of hands-on frontline business experience in Indonesia. Experience in industrial product sales, channel operations or cross-border customer management is preferred.

2. Language skills: Proficient in business English and Chinese, able to independently conduct business negotiations, daily customer communication, email correspondence and cross-border meetings. Proficiency in Indonesian is preferred.

3. In-depth knowledge of Indonesian local market rules, trade policies, customer cooperation habits and industry competition landscape. Familiar with full-process cross-border business cooperation, local channel operations and customer dispute handling mechanisms, with rich practical experience in key account maintenance, key project business negotiation and complex customer complaint handling.

4. Experience in managing local channel distributors, cooperative service providers and customer service teams. Possess strong market insight, risk identification capability and rigorous business compliance awareness; able to independently solve complex market and customer operation problems.

5. Excellent cross-cultural communication and cross-departmental collaboration skills; high stress tolerance, strong market adaptability and result-oriented mindset. Proficient in Excel for market data analysis, customer data organization and regular business reporting.

6. Preferred qualifications: Familiar with the investment and operation model of Chinese enterprises in Indonesia and the internal collaboration logic of Chinese-funded overseas enterprises; professional certificates in International Trade, Marketing or related fields are a plus.