Overview About the job: To strengthen our growth, we are looking for talent as Customer Service and Order Processing Supervisor What can you expect? As the Customer Service and Order Processing Supervisor, you will be at the forefront of driving exceptional customer experiences and optimizing order-to-cash (OTC) processes. You will lead and inspire a team dedicated to ensuring seamless order processing, efficient finished goods distribution to distribution centers and sales channels, and ultimately, high customer satisfaction. This role is critical in establishing best-in-class guiding principles, refining procedures, conducting performance analysis, and driving distribution optimization. Responsibilities We will count on you to: Lead and oversee customer inquiries, order process management, implementing effective strategies and practices to enhance customer satisfaction, and addressing complaints Coordinate with commercial, distributor and logistic arm to optimize the delivery plan and phasing, and movement of goods across DC and channels Coordinate closely with commercial, planner, and distributor to understand market dynamics, demand variations, and customer requirements Handle complete order processes, including receive, order confirmation, delivery arrangement and follow-up, invoice release, order tracing, etc. Drive distributor order to aligned with AOP and company target Develop and tracks customer service performance metrics and data, handle escalated customer inquiries, and implement continuous improvement Develop monthly replenishment plan to distributors and channels to acquire optimize phasing and customer demand Manage distributors, channels stock cover days and execute strategies to minimize excess and avoid shortage Work closely with distributors, third party logistics, and carriers to optimize customer service and reduce costs within the logistic network Create and develop a common framework, guidelines and set of protocols for managing customers to support sales target Responsible to resolve any customer claims or complaints, including processing customer returns or credit notes and follow up for resolution Use advanced route optimization and optimize planned schedules for better efficiency Identify opportunities to streamline and optimize supply chain and customer service processes, leveraging technology and best practices to enhance efficiency, responsiveness, and customer experience Build leadership, coach, and develop functional team's capabilities and emphasize customer service team to fostering customer centric culture and driving service excellence Build and foster strong relationship with logistic partners and customers to ensure accurate demand signals and effective supply planning Qualifications What do you need to have? Bachelor’s degree in Industrial Engineering, Logistics, Supply Chain Management or related field with minimum of 5 years of experience in Customer Service, Supply Chain operations within a FMCG environment. What makes you stand out? Proficiency in using SAP ERP system (SD Module) and distribution business model Customer Inquiry and Order Management Good Relationship Management Communication skills in English – verbal and written. Why PepsiCo Indonesia? This is your opportunity to become part of building a global brand in Indonesia: Critical experience to be part of a pioneering in an early-stage organization Drive the business launch of a global FMCG leader in a new market Opportunity to work across geographies and markets, collaborating directly with senior leaders Being you at PepsiCo: PepsiCo is an equal opportunity employer, we foster the diversity of applicants across gender, age, ethnicity, nationality, social background, religion or belief and disability. Planet + People: PepsiCo Positive (pep+) is how we’ll transform the way we create value by operating within planetary boundaries and inspiring positive change for the planet and people in the global food system.