Assistant Customer Service Manager

Location: Onsite in Cikarang, Bekasi Regency, West Java, Indonesia

Company

hirify.global is a global materials science and digital identification solutions company developing labeling, RFID, software, packaging, and supply chain efficiency solutions across multiple industries.

What you will do

• Supervise daily customer service operations, set priorities, delegate tasks, and maintain compliance with established procedures.
• Lead, coach, evaluate, and develop customer service representatives, including training, feedback, scheduling, and workload planning.
• Manage customer orders, order entry, expediting, shipment information, inquiries, complaints, and corrective service actions.
• Support sales activities and coordinate customer service operations with sales, supply chain, CX, and other departments.
• Drive customer adoption of My AD Portal, monitor adoption KPIs, and convert customer feedback into enhancement opportunities.
• Develop and implement new customer service procedures and participate in process improvement initiatives.

Requirements

• Diploma or bachelor’s degree in a related field.
• At least 10 years of B2B customer service experience in multinational companies.
• Proven team leadership experience.
• Strong written and verbal communication, collaboration, multitasking, and problem-solving skills.
• Excellent English communication skills and experience gathering and interpreting customer experience information.
• Knowledge of online customer engagement platforms and proficiency in MS Office.

Culture & Benefits

• Full-time employment in an onsite customer service leadership role.
• Opportunity to improve customer service processes through digitalization and new procedures.
• Cross-functional collaboration with sales, supply chain, CX, and other organizational functions.
• Work aligned with hirify.global’s Business Conduct Guidelines and compliance standards.