Customer Service Officer

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match. Mission Secure high-quality and consistent execution of Customer Service operations by acting as a control point for discrepancy management, ensuring inventory integrity, and delivering reliable and professional dealer-facing support. Reporting Line This role reports directly to the Customer Service & Transport Solutions Manager, RDC Balikpapan and acts as a representative within the Digitalisation Network. More about the role Contract Type: 1 year contract Location: Balikpapan, Indonesia Key Responsibilities Discrepancy Management & Operational Control Act as the key control point for inbound and outbound discrepancy handling, ensuring end-to-end ownership from identification to resolution. Drive structured investigation, root cause analysis, and follow-up of discrepancies to ensure sustainable corrective actions Ensure timely and consistent resolution to prevent operational disruption, inventory mismatch, and dealer escalation Inventory Integrity & Quality Assurance Safeguard alignment between physical and system stock through disciplined execution of discrepancy-related processes Manage end-to-end scrapping processes and parts return flows from dealers and suppliers Coordinate closely with CDC and Finance on replacement invoice processes, ensuring accurate recording and reconciliation of in-transit inventory in the system Ensure accurate and timely execution of invoice matching for external suppliers Contribute to strengthening warehouse quality performance and process reliability Dealer & Stakeholder Interface Act as the primary interface for dealers on operational topicss, including discrepancy handling, ordering activities, and all types of inquiries Manage and respond to requests from dealers, Business Areas, and internal stakeholders (e.g., Business Control, warehouse and management) in a timely and professional manner Ensure clear, accurate and consistent communication to align expectations and support decision making Coordinate cross-functionally to secure proper follow-up and closure of issues, requests, and actions Proactively manage stakeholder expectations and minimise escalations through structured communication and ownership Manage dealer invoice and tax document consolidation, ensuring accuracy and completeness prior to submission Perform daily submission of dealer invoices and tax documents, ensuring timeliness and compliance with required standards Process Discipline & Continuous Improvement Ensure structured, disciplined execution of Customer Service processes with strong ownership and accountability Identify gaps in execution and drive continuous improvement initiatives to enhance efficiency and reliability Digitalisation Support implementation of standardised communication practices and digital tools Contributes to increased transparency, data-driven decision making, and process digitalisation Contribute to digitalisation and automation initiatives within Customer Service operations Support the implementation of digital tools and process improvements to enhance efficiency, transparency, and data accuracy Promote data-driven ways of working and continuous improvement through automation and system utilisation Required Competencies Customer focus & service mindset Strong ownership & accountability Analytical thinking & problem-solving Process discipline & operational excellence Communication & stakeholder management Digital mindset & continuous improvement orientation Qualifications Bachelor's degree in any major Experience in customer service, logistics, or warehouse operations Good understanding of inventory management and discrepancy handling processes Strong analytical skills with ability to identify root causes and support decision-making Strong communiation skills in English Proficiency in Microsoft Office applications Well-organised, detail-oriented, and able to work effectively in a team environment Knowledge or experience in digital tools (e.g. PowerBI, PowerAutomate, SQL, Python) is an advantage Continuous improvement mindset and willingness to develop digital capabilities We value your data privacy and therefore do not accept applications via mail. Who we are and what we believe in We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities. Applying to this job offers you the opportunity to join Volvo Group . Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. ​We are passionate about what we do, and we thrive on teamwork. ​We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment. Trucks Technology & Industrial Division hire team players who are ready to create real customer impact. Our decentralized teams work close to our customers, with speed and autonomy, to build what they truly need. Join us to collaborate on innovative, sustainable technologies that redefine how we design, build, and deliver value. Bring your curiosity, your expertise, and your collaborative energy, and together, we’ll turn bold ideas into tangible solutions for our customers and contribute to a more sustainable tomorrow.