Customer service manager

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.

As 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.

Motivated 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

We offer:

• Professional onboarding and training options
• Powerful team looking forward to working with you
• Career coaching and development opportunities

Role Purpose

Lead 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.

In This Role, a Typical Day Will Look Like

• Ensure all sales orders are accurately and promptly entered into Oracle, personally supporting order entry when business volume, complexity, or staffing requires.
• Review 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.
• Own 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.
• Manage 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.
• Apply first-in, first-out workflow discipline while prioritizing urgent customer, safety, compliance, and business-critical requirements through documented escalation.
• Maintain complete, accurate, securely stored, and audit-ready core sales and after-sales transaction records in accordance with applicable retention and access-control requirements.
• Lead daily-management and visual-management routines, review key performance indicators, identify abnormalities, assign countermeasures, and follow actions through to closure.
• Lead 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.
• Own the customer-issue and complaint-management process, including escalation, root-cause analysis, corrective action, closure, and customer-satisfaction improvement.
• Act as the primary coordination and escalation point among customers, channel partners, Sales, Service, Aftermarket, Supply Chain, Finance, and regional or global support teams.
• Establish 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.
• Govern 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.
• Partner with Finance on credit validation, pro-forma invoices, customer payment follow-up, cash application, overdue receivables, taxation requirements, and performance bank guarantees.
• Ensure 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.
• Oversee new-customer creation, customer master-data maintenance, vendor registration, customer-portal requirements, and related documentation and controls.
• Ensure timely coordination with channel partners for quotation submission, customer follow-up, purchase-order release, order-status communication, and resolution of commercial or fulfilment issues.
• Maintain appropriate controls over demo instruments, service-bench inventory, consumables, spare parts, and associated documentation.
• As 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.
• Establish and maintain standard operating procedures, work instructions, templates, controls, escalation paths, and backup arrangements for all critical Customer Service processes.
• Ensure Customer Service activities comply with company policies, applicable legal and regulatory requirements, internal controls, and audit standards.
• Undertake other responsibilities consistent with the scope, accountability, and business needs of the Customer Service Manager role.

Key Performance Indicators

• Order-entry accuracy and first-time-right performance
• Quotation turnaround time
• Customer-query response and closure time
• Backlog, order-hold, and past-due order ageing
• On-time delivery against confirmed customer commitment
• Complaint and RMA resolution time
• Customer satisfaction and escalation trends
• Effectiveness of payment follow-up, overdue-receivable reduction, and timely cash application
• Compliance with Delegation of Authority, documentation, and audit requirements
• Continuous-improvement benefits and process-adherence levels
• Team capability, cross-training, and succession readiness

Essential Requirements

• Bachelor’s degree in Engineering, Science, Chemistry, Business Administration, Supply Chain, or a related discipline.
• Minimum 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.
• Minimum 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.
• Strong hands-on experience with ERP-based order management; Oracle experience is strongly preferred.
• Demonstrated 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.
• Experience working with channel partners, customers, Sales, Service, Supply Chain, Finance, and regional or global stakeholders.
• Strong analytical capability and proficiency in Microsoft Excel, CRM and quotation tools; Salesforce experience is preferred.
• Working knowledge of internal controls, audit readiness, Delegation of Authority, and process compliance.
• Strong written and spoken English and Bahasa Indonesia.

Core Competencies

• Demonstrated customer-centric mindset with sound commercial judgment.
• Strong leadership, coaching, influencing, stakeholder-management, and conflict-resolution skills.
• Ability to balance hands-on execution with process ownership, team development, and strategic improvement.
• High attention to detail and a strong commitment to accuracy, compliance, and timely execution.
• Ability to prioritize effectively, manage competing demands, and make sound decisions under pressure.
• Proactive ownership, disciplined follow-through, and effective escalation management.
• Strong problem-solving, root-cause analysis, and continuous-improvement capability.
• Ability to work effectively across cultures, functions, locations, and channel-partner networks.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.