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Head of Customer Service (w)

Date: Apr 5, 2019

Location: Bekasi, JB, ID

Company: SCHOTT AG

International technology group • specialty glasses and glass-ceramics • more than 130 years experience • more than 15,500 employees in 34 countries • innovative ideas for the world of tomorrow


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Head of Customer Service (w)


Our Business Unit Pharmaceutical Systems is one of the world’s leading manufacturers of pharmaceutical primary packaging and analytical lab services. More than 600 production lines in 13 countries worldwide produce more than 10 billion syringes, vials, ampoules, cartridges and special articles of tubing glass or polymer.

Your Profile

  • Bachelor of Arts (Economics), College Degree in (Foreign) Trade or Economics
  • 3-5 years as senior business professional with experience in an international customer service manufacturing environment and managing and leading of a team 
  • A 100% customer oriented mind-set and a in depth understanding of sales and business operations
  • Analytic skills and process knowhow, familiarity with SAP software and any other CRM system
  • excellent wirtten and verbal communication skills
  • willingness to travel when needed


Your Tasks

  • Communication
    Maintains the department’s relationships with both internal and external customers.  Advises and clarifies questions in case of escalated customer interaction on customer problems, concerns and complaints.
  • Process Responsibility
    Ensures adherence to operative procedures for the processing of customer requests in accordance with standard operating procedures in the BU.  Ensures the accurate processing of customer enquiries, customer forecasts and orders processing (from forecast entry till invoicing process), and customer complaints.  Monitors and coordinates the Supply Chain to ensure the delivery performance.
  • Continuous Improvement Process
    Plans activities to reduce delivery times and increase flexibility based on customer requirements and agreed BU standards and in alignment with the global BU approach and Standard Operating Processes (SOP). Coordinates the implementation of the activities.
  • Master Data and analysis
    Ensures the creation and correctness of all relevant master data (e.g. SAP, CRM (Customer Relationship Management), etc.).  Conducts customer and country specific analysis.  Prepares statistics, analyses them and initiates necessary actions.
  • Key User tasks (e.g. SAP, CRM, BI)
    Plans and conducts  on boarding, training, coaching and development of customer service representatives and/ or ensures the execution of these tasks at other sites by organizing cross country trainings.  Coordinates and executes all necessary system failure analysis and IT tests.  Ensures proper application of processing of Incidents and change requests.  Serves as 1st level support for user problems within the location.
  • Supervision
    Leads, promotes, and motivates the employees within his/her area of responsibility, especially performance appraisal and goal setting agreement, successor and representative planning, personnel development and training measures.

Your Benefits

  1. By participating in global and customized training programs, SCHOTT supports your development in a cooperative and dynamic work environment. We work collaboratively with you to develop a rewarding and challenging career path and look forward to grow with you through our successes.
  2. At SCHOTT, you will be able to expand your skillset in a cooperative and dynamic work environment. In addition to developing your careers, we offer you a competitive total compensation package.
  3. We offer you a career with variety and creative freedom in a cooperative work environment. Your innovative ideas are the foundation for our success as a leading technology group.
  4. We support your professional growth through systematic personnel development. We work together to design your personal career path without losing focus on the balance between work and family, your health and well-being and flexible work schedules.
  5. We offer you comprehensive health management and well-being programs and the opportunity to balance family and work. Through flexible work schedule models, such as job sharing, lifecycle-oriented and part-time work, we support your and your family’s needs.
  6. We offer collaborative and systematic personnel development. You will work with us to design your individual career path and continuously develop your skillset. On the other hand, we compensate you for your contributions through competitive compensation packages and by sharing in the company's success. Your innovative spirit is a key driver for SCHOTT.
  7. At SCHOTT, you will find a cooperative and dynamic work environment which encourages you to share your innovative ideas, supports your development and celebrates achieving successes with your team.

You can expect interesting tasks and challenging projects, as well as motivated and friendly teams in fields that influence our future. Do you want to be successful with us? Then, please send us your application: PT. SCHOTT Igar Glass, Human Resources, Singgih Budiarjo


PT. SCHOTT Igar Glass, Bekasi Human Resources, Singgih Budiarjo, +622128649934

Job Segment: ERP, Chemical Engineer, Pharmaceutical Sales, SAP, Technology, Customer Service, Engineering, Sales

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