Customer Service Officer

About Us

Service Operations & Technology (SOT) is the organization within the Volvo Group that secures and develops the service operations and technical solutions our customers depend on every day, across the globe, for all brands of the Group.

We operate at the core of the Volvo Group’s service ambition, enabling uptime, trust, and customer success through stable operations, continuous improvement, and digitalization.

The world around us is changing fast, and the service business is becoming one of the most strategic areas for the Volvo Group. SOT turns this momentum into action by translating strategy into concrete solutions and stable operations. Guided by a clear Customer First mindset, we work side by side with commercial and operational teams to secure uptime, create transparency, and deliver scalable, data driven services that unlock new business models and support a competitive, segmented offer.

Resilience and sustainability are built into everything we do. We design and run robust, AI-enabled processes and systems that strengthen the end-to-end value chain, increase flexibility, and ensure we are always ready when our customers need us. At the same time, we actively contribute to the Volvo Group’s sustainability transformation by enabling circular and electromobility services, reducing emissions and waste in our operations, and helping shape a service ecosystem that is better for our people, our planet, and our company.

Joining SOT means being part of a collaborative and diverse environment where we drive operational excellence and transform strategy into tangible results.

With us, you can push your own professional skills and drive change together with committed people. We are in an exciting transformation phase - come, learn and create a new future together with us!

Mission

• Ensure uninterrupted import, export, transportation, and trade compliance execution to support parts availability, dealer service performance, customer satisfaction, and customer uptime.
• Act as the operational focal point for customs and trade compliance activities within Regional Distribution Center Balikpapan (RDC Balikpapan), ensuring timely execution, regulatory compliance, and effective stakeholder coordination.
• Deliver efficient, consistent, and customer-focused service through strong ownership, operational discipline, and proactive communication.
• Drive digitalization, automation, and data-driven decision-making to improve operational efficiency, visibility, and process reliability to create business value.
• Support RDC Balikpapan's roadmap toward Customs Clearance Internalization while strengthening local customs execution capability and business continuity.

Key Responsibilities

Operations & Service Center Management

• Meet or exceed agreed KPI targets for RDC Service Center operations.
• Coordinate end-to-end importation, exportation, and transportation activities between all involved stakeholders.
• Ensure timely and accurate communication regarding shipment status, ETA, invoices, shipping documentation, and operational exceptions.
• Monitor inbound and outbound shipment performance and proactively resolve operational issues.
• Act as key contact point between RDC Balikpapan, dealers, Business Areas, logistics service providers, and central warehouse.
• Safeguard parts availability through close cooperation with Dealer Inventory Management, Supply Planning, Warehouse Operations, and Transport Operations.
• Participate in regional network meetings and drive implementation of process improvements and operational standards.

Import, Export & Trade Compliance

• Coordinate import and export activities in compliance with customs, trade, and regulatory requirements.
• Ensure timely and accurate preparation, verification, and monitoring of customs-related documentation.
• Coordinate customs clearance activities with appointed brokers, logistics service providers, and relevant authorities.
• Monitor import realization reporting and ensure timely submission in accordance with applicable regulations.
• Maintain and monitor HS Code classification data and customs-related master data.
• Support Free Trade Agreement (FTA) utilization through proper documentation and compliance monitoring.
• Monitor changes in customs and trade compliance requirements and support implementation of relevant operational actions.
• Coordinate resolution of customs-related issues to minimize lead time impact and supply disruption.

Iron & Steel Compliance Management

• Coordinate Iron & Steel pre-inspection requests and related regulatory requirements.
• Maintain and update Iron & Steel part classifications and supporting documentation.
• Monitor Iron & Steel license validity and quota utilization.
• Support compliance reporting and documentation required under applicable regulations.

Customs Clearance Internalisation & Capability Development

• Support Customs Clearance Internalization initiatives through process documentation, operational readiness, stakeholder coordination, and knowledge development.
• Build and maintain operational customs knowledge within RDC Balikpapan to strengthen local execution capability.
• Support process reviews and identify opportunities for simplification, standardization, and efficiency improvements.
• Ensure customs-related operational knowledge is properly documented and retained to support business continuity.

Digitalisation, Automation & Data Analytics

• Drive digitalization and automation initiatives to improve operational efficiency, process transparency, and execution accuracy.
• Utilize available digital tools such as Power BI, Power Automate, AI-enabled productivity tools, and other technologies to improve decision-making and eliminate manual activities.
• Develop dashboards, reports, and automated workflows to enhance shipment visibility, compliance monitoring, and operational performance management.
• Promote a digital-first mindset by continuously identifying opportunities for process simplification and automation.
• Support data-driven decision-making through analysis of operational performance and business trends.

Required Competencies

Customer & Business

• Customer Focus & Service Mindset
• Customer Uptime Orientation
• Business Acumen
• End-to-End Supply Chain Understanding
• Commercial Awareness

Leadership & Ownership

• Strong Ownership & Accountability
• Self-Leadership
• Initiative & Proactiveness
• Decision Making
• Execution Excellence

Analytical & Operational

• Analytical Thinking & Problem Solving
• Data Analytics & Insight Generation
• Process Discipline & Operational Excellence
• Risk Awareness & Compliance Mindset
• Root Cause Analysis
• Attention to Detail

Collaboration & Communication

• Communication & Stakeholder Management
• Cross Functional Collaboration
• Influencing Without Authority
• Networking & Relationship Management
• Negotiation & Coordination Skills

Digital & Future Readiness

• Digital Mindset
• Automation Orientation
• Continuous Improvement Mindset
• Learning Agility
• Change Adaptability
• Innovation Mindset

Qualifications

• Minimum 3 to 5 years of experience in Customer Service, Logistics, Supply Chain, Import/Export Operations, or Trade Compliance activities.
• Strong understanding of import, export, customs clearance, transportation, trade compliance processes, customs documentation, HS Code classification, customs duties, PIB process, FTA utilization, and import realization reporting.
• Hands-on experience in coordinating with customs brokers, freight forwarders, logistics service providers, government authorities, and other stakeholders related to import and export operations.
• Experience in handling regulated products and government licensing requirements, particularly Iron & Steel (Besi Baja) import regulations, including permit administration, quota monitoring, utilization tracking, and regulatory reporting.
• Familiarity with Iron & Steel pre-inspection processes, import permit requirements, and relevant Indonesian import regulations is highly preferred.
• Good understanding of Indonesian customs regulations, trade compliance requirements, and import control regulations.
• Excellent English communication skills, both written and verbal.
• Proficient in Microsoft Excel, PowerPoint, and Word.
• Familiarity with Power BI, Power Automate, AI-enabled productivity tools, or other digital solutions is highly desirable.
• Experience in process improvement, automation, digitalization, or data analytics initiatives is considered an advantage.
• Strong analytical thinking, presentation, stakeholder management, networking, and problem-solving skills
• Detail-oriented, structured, and able to work effectively in a cross-functional environment.
• Knowledge of Lean principles and continuous improvement methodologies.
• PPJK certification and knowledge of relevant customs and trade regulations will be considered a strong advantage.