Job description for Customer Service - Surabaya Based at PT. Intitrans Multi Sarana
Job Overview:
We are looking for a proactive and detail-oriented Customer Service & Documentation Officer to manage local/domestic shipping orders, from customer communication to accurate handling of shipping documents. This role ensures smooth order processing, complete and correct documentation, and excellent customer service from order placement to delivery. Exposure to export-import documentation is an advantage, as the role may occasionally support international shipment coordination.
Key Responsibilities:
- Handle end-to-end customer inquiries related to local/domestic shipping orders via phone, email, or chat.
- Coordinate with internal teams (warehouse, drivers/couriers, operations) to ensure on-time pickup and delivery.
- Track shipment status and proactively inform customers of any delays, issues, or changes.
- Resolve customer complaints related to delivery delays, damaged goods, or order discrepancies in a timely and professional manner.
- Prepare, verify, and file shipping documents accurately, including surat jalan, delivery order, invoice, packing list, and proof of delivery (POD).
- Ensure all documents comply with internal SOPs and are completed correctly before shipment dispatch.
- Maintain organized physical and digital filing systems for easy retrieval and audit purposes.
- Cross-check documentation against order data to prevent discrepancies (quantity, destination, customer details, etc.).
- Support occasional export-import related documentation (e.g. invoice, packing list, basic customs-related paperwork) when needed, coordinating with the relevant department.
- Maintain and update customer records and order history in the company's system/database.
- Prepare periodic reports on order status, documentation completion, and complaint resolution for the supervisor.
- Identify recurring issues in the order fulfillment or documentation process and suggest improvements.
Qualifications:
- Fresh Graduate with a good understanding in the industry are welcome!
- Minimum 1–2 years of experience in a Customer Service or Documentation role, preferably within local/domestic shipping or delivery orders. Experience or exposure to export-import documentation is a strong plus.
- Bachelor's degree in Logistics, International Business, or a related field is an advantage.
- Good understanding of domestic shipping and documentation processes (surat jalan, invoice, POD, delivery tracking); basic knowledge of export-import documentation is a plus.
- Good communication skills in Bahasa Indonesia; English proficiency is an advantage.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Proficient in Microsoft Office (Excel, Word, Outlook), familiarity with logistics/order management systems is a plus.
- Customer-oriented mindset with strong problem-solving skills.
- High attention to detail and accuracy, especially in handling documents.
- Ability to work both independently and as part of a team.
