{"id":3239890,"url":"https://alion.io/job/veralto-customer-service-manager","title":"Customer Service Manager","company":{"id":4912,"name":"Veralto","domain":"veralto.com","url":"https://alion.io/company/veralto","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":15,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":40,"computed_at":"2026-10-28T05:59:10Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Jakarta, Indonesia"],"countries":["ID"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":20000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":5018},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-22T00:00:00Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-28T07:22:42Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"At Hach (www.hach.com), a Veralto company, we ensure water quality for people around the world, and every team member plays a vital role in that mission. Our founding vision is to make water analysis better-faster, simpler, greener, and more informative. We accomplish this through teamwork, customer partnerships, passionate experts, and reliable, easy-to-use solutions.\nAs part of our team and the broader Veralto network, you’ll be part of a unique work environment where purpose meets possibility: where you’ll make an immediate, measurable impact on a global scale by enabling the world’s everyday water needs, and where you’ll have opportunities to foster your professional development and fuel your career growth.\nMotivated by the highest possible stakes in climate change and global health, we’re working together within a rapidly digitizing industry to find innovative technologies that guarantee the safety of our water and our environment. More about us: https://www.hach.com/about-us\n\nWe offer:\nProfessional onboarding and training options \nPowerful team looking forward to working with you \nCareer coaching and development opportunities \nRole Purpose\nLead the Customer Service function for Indonesia, ensuring accurate and timely execution of the complete quote-to-book-to-delivery-to-payment process. The role is accountable for customer experience, order-management governance, operational performance, cross-functional coordination, issue resolution, and continuous improvement. The incumbent will initially operate as a hands-on manager and, as the organization evolves, will lead, coach, and develop Customer Service team members.\nIn This Role, a Typical Day Will Look Like\nEnsure all sales orders are accurately and promptly entered into Oracle, personally supporting order entry when business volume, complexity, or staffing requires.\nReview customer purchase orders, Letters of Credit, commercial terms, pricing, approvals, delivery requirements, and supporting documents before order entry, targeting at least 98% first-time-right performance.\nOwn the end-to-end quotation-management process for commercial and service requirements, ensuring accurate pricing, margin review, approvals, commercial terms, customer requirements, data quality, disciplined use of the designated quotation tool, and timely issuance.\nManage the Customer Service inbox through clear work allocation, timely responses, ageing review, and closure of actions within agreed service levels, with no overdue item lacking an agreed owner and completion plan.\nApply first-in, first-out workflow discipline while prioritizing urgent customer, safety, compliance, and business-critical requirements through documented escalation.\nMaintain complete, accurate, securely stored, and audit-ready core sales and after-sales transaction records in accordance with applicable retention and access-control requirements.\nLead daily-management and visual-management routines, review key performance indicators, identify abnormalities, assign countermeasures, and follow actions through to closure.\nLead regular fulfilment reviews with Supply Chain covering backlog, shipment plans, product allocation, ship-set readiness, order holds, customer priorities, delivery risks, and recovery actions to achieve on-time delivery against confirmed commitments.\nOwn the customer-issue and complaint-management process, including escalation, root-cause analysis, corrective action, closure, and customer-satisfaction improvement.\nAct as the primary coordination and escalation point among customers, channel partners, Sales, Service, Aftermarket, Supply Chain, Finance, and regional or global support teams.\nEstablish and maintain operational dashboards and management reports covering order intake, backlog, quotation turnaround, order accuracy, on-time delivery, complaint ageing, receivables follow-up, and service-level performance.\nGovern the discount-approval process and ensure that all pricing exceptions and commercial approvals are obtained in accordance with the applicable Delegation of Authority before quotation submission or order acceptance.\nPartner with Finance on credit validation, pro-forma invoices, customer payment follow-up, cash application, overdue receivables, taxation requirements, and performance bank guarantees.\nEnsure effective management of returns, Return Material Authorizations, rejected orders, free-of-charge orders, pre-orders, warranty transactions, and other order exceptions with appropriate approvals and documentation.\nOversee new-customer creation, customer master-data maintenance, vendor registration, customer-portal requirements, and related documentation and controls.\nEnsure timely coordination with channel partners for quotation submission, customer follow-up, purchase-order release, order-status communication, and resolution of commercial or fulfilment issues.\nMaintain appropriate controls over demo instruments, service-bench inventory, consumables, spare parts, and associated documentation.\nAs the team develops, recruit, onboard, coach, and develop Customer Service associates; establish individual objectives, provide regular feedback, assess performance, and maintain cross-training and succession plans for critical activities.\nEstablish and maintain standard operating procedures, work instructions, templates, controls, escalation paths, and backup arrangements for all critical Customer Service processes.\nEnsure Customer Service activities comply with company policies, applicable legal and regulatory requirements, internal controls, and audit standards.\nUndertake other responsibilities consistent with the scope, accountability, and business needs of the Customer Service Manager role.\nKey Performance Indicators\nOrder-entry accuracy and first-time-right performance\nQuotation turnaround time\nCustomer-query response and closure time\nBacklog, order-hold, and past-due order ageing\nOn-time delivery against confirmed customer commitment\nComplaint and RMA resolution time\nCustomer satisfaction and escalation trends\nEffectiveness of payment follow-up, overdue-receivable reduction, and timely cash application\nCompliance with Delegation of Authority, documentation, and audit requirements\nContinuous-improvement benefits and process-adherence levels\nTeam capability, cross-training, and succession readiness\nEssential Requirements\nBachelor’s degree in Engineering, Science, Chemistry, Business Administration, Supply Chain, or a related discipline.\nMinimum 8-10 years of experience in Customer Service, Sales Operations, Order Management, or Commercial Operations, preferably in instrumentation, industrial products, water-quality, life-sciences, or a related B2B environment.\nMinimum 2-3 years of supervisory, team-lead, or process-leadership experience; candidates with strong demonstrated leadership in a senior individual-contributor role may also be considered where the position initially has no direct reports.\nStrong hands-on experience with ERP-based order management; Oracle experience is strongly preferred.\nDemonstrated knowledge of purchase-order review, commercial terms, pricing and discount controls, Letters of Credit, payment terms, logistics coordination, returns/RMAs, customer complaints, and order documentation.\nExperience working with channel partners, customers, Sales, Service, Supply Chain, Finance, and regional or global stakeholders.\nStrong analytical capability and proficiency in Microsoft Excel, CRM and quotation tools; Salesforce experience is preferred.\nWorking knowledge of internal controls, audit readiness, Delegation of Authority, and process compliance.\nStrong written and spoken English and Bahasa Indonesia.\nCore Competencies\nDemonstrated customer-centric mindset with sound commercial judgment.\nStrong leadership, coaching, influencing, stakeholder-management, and conflict-resolution skills.\nAbility to balance hands-on execution with process ownership, team development, and strategic improvement.\nHigh attention to detail and a strong commitment to accuracy, compliance, and timely execution.\nAbility to prioritize effectively, manage competing demands, and make sound decisions under pressure.\nProactive ownership, disciplined follow-through, and effective escalation management.\nStrong problem-solving, root-cause analysis, and continuous-improvement capability.\nAbility to work effectively across cultures, functions, locations, and channel-partner networks.\nDeskripsi Pekerjaan - Manajer Layanan Pelanggan\nBayangkan diri Anda…\nMewujudkan ambisi Anda dan mendorong pertumbuhan karier Anda.\nBerkembang dalam lingkungan tim yang suportif dan menginspirasi Anda untuk mencapai keunggulan.\nBerkolaborasi dengan tim global yang dinamis dan beragam.\nDi Hach, sebuah perusahaan Veralto, kami memastikan kualitas air bagi masyarakat di seluruh dunia, dan setiap anggota tim memainkan peran penting dalam misi tersebut. Visi awal kami adalah membuat analisis air menjadi lebih baik-lebih cepat, lebih sederhana, lebih ramah lingkungan, dan lebih informatif. Kami mewujudkannya melalui kerja sama tim, kemitraan dengan pelanggan, para ahli yang berdedikasi, serta solusi yang andal dan mudah digunakan.\nSebagai bagian dari tim kami dan jaringan Veralto yang lebih luas, Anda akan bergabung dalam lingkungan kerja yang unik, tempat tujuan bertemu dengan peluang. Anda akan memberikan dampak langsung dan terukur dalam skala global dengan membantu memenuhi kebutuhan air sehari-hari di seluruh dunia, sekaligus memperoleh kesempatan untuk mengembangkan kemampuan profesional dan mendorong pertumbuhan karier Anda.\nDengan motivasi untuk menjawab tantangan besar perubahan iklim dan kesehatan global, kami bekerja bersama dalam industri yang berkembang pesat secara digital untuk menemukan teknologi inovatif yang menjamin keamanan air dan lingkungan kita.\nKami menawarkan:\nProgram orientasi dan pilihan pelatihan profesional.\nTim yang kuat dan siap bekerja sama dengan Anda.\nKesempatan pembinaan dan pengembangan karier.\nTujuan Jabatan\nMemimpin fungsi Layanan Pelanggan Hach Indonesia untuk memastikan pelaksanaan proses lengkap dari penawaran, pemesanan, pengiriman, hingga pembayaran secara akurat dan tepat waktu. Jabatan ini bertanggung jawab atas pengalaman pelanggan, tata kelola pengelolaan pesanan, kinerja operasional, koordinasi lintas fungsi, penyelesaian masalah, dan perbaikan berkelanjutan. Pada tahap awal, pemegang jabatan akan berperan sebagai manajer yang tetap terlibat langsung dalam operasional dan, seiring perkembangan organisasi, akan memimpin, membina, dan mengembangkan anggota tim Layanan Pelanggan.\nDalam Jabatan Ini, Aktivitas Sehari-hari Meliputi\nMemastikan seluruh pesanan penjualan dimasukkan ke Oracle secara akurat dan tepat waktu, serta mendukung langsung proses entri pesanan apabila volume bisnis, kompleksitas, atau ketersediaan tenaga kerja memerlukannya.\nMeninjau purchase order pelanggan, Letter of Credit, ketentuan komersial, harga, persetujuan, persyaratan pengiriman, dan dokumen pendukung sebelum entri pesanan, dengan target sekurang-kurangnya 98% benar pada proses pertama.\nMemiliki tanggung jawab menyeluruh atas proses pengelolaan penawaran untuk kebutuhan komersial dan layanan, termasuk keakuratan harga, peninjauan margin, persetujuan, ketentuan komersial, kebutuhan pelanggan, kualitas data, penggunaan disiplin atas perangkat penawaran yang 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