SALES & CUSTOMER SERVICE SENIOR MANAGER

SALES & CUSTOMER SERVICE SENIOR MANAGER

Department : Sales & Customer Service

Position : Senior Manager

Reports To : General Manager / Director

Supervises : Sales Manager/Supervisor, Sales Executives, Customer Service

Supervisor, Customer Service Officers

1. POSITION OBJECTIVE

To lead, manage, and develop all Sales and Customer Service activities to achieve the company's revenue targets, enhance customer satisfaction and loyalty, and ensure that all customer service processes are conducted professionally, efficiently, and within established timelines.

This position is responsible for driving business growth, developing strategic customer relationships, achieving sales targets, and ensuring effective coordination among the Sales, Customer Service, Regulatory, Technical, and Finance teams.

2. KEY RESPONSIBILITIES

A. Sales Management & Business Development

1. Develop annual, quarterly, and monthly sales strategies aligned with the company's business objectives.

2. Ensure the achievement of revenue targets, sales growth, and profit margins.

3. Identify and develop new business opportunities with both domestic and international customers.

4. Establish and maintain strategic relationships with principals, manufacturers, testing laboratories, certification bodies, and regulatory consultants.

5. Oversee quotation preparation, commercial negotiations, and contract finalization.

6. Ensure competitive pricing while maintaining the company's profitability.

7. Manage the sales pipeline, sales forecasts, and conversion rates.

8. Develop cross-selling and up-selling strategies for existing customers.

9. Monitor Sales Team performance and conduct regular evaluations against established targets.

B. Customer Service Management

1. Ensure that all customer inquiries and requests are handled promptly, accurately, and professionally.

2. Establish and monitor Service Level Agreements (SLAs) for customer response times and request resolution.

3. Ensure that all certification projects are properly monitored from Purchase Order receipt through certificate issuance.

4. Oversee communication between customers and internal teams regarding project status, documentation, testing, and certification processes.

5. Handle escalated customer complaints and issues that cannot be resolved by the Customer Service Team.

6. Develop and maintain effective project monitoring systems and customer progress reporting.

7. Ensure that customers receive accurate information regarding certification procedures, requirements, costs, and estimated completion timelines.

8. Develop customer retention initiatives and continuously improve customer satisfaction.

9. Regularly evaluate service quality and implement continuous process improvements.

C. Operational Coordination & Project Monitoring

1. Coordinate with Regulatory, Technical, Laboratory, and Finance departments to ensure smooth project execution.

2. Monitor project completion timelines against agreed schedules and milestones.

3. Identify potential project delays and implement appropriate corrective actions.

4. Ensure that all project information is properly documented and maintained in the CRM or company project monitoring system.

5. Ensure an effective project handover process from Sales to Customer Service.

6. Directly monitor high-priority projects and strategic customer accounts.

7. Oversee follow-up activities related to pending projects, incomplete documentation, and outstanding customer payments.

D. Customer Relationship & Key Account Management

1. Build and maintain long-term relationships with strategic customers and key accounts.

2. Conduct regular meetings and communications with key customers to strengthen business relationships.

3. Manage strategic commercial negotiations and resolve significant customer-related issues.

4. Identify customer needs and develop opportunities for long-term business partnerships.

5. Ensure that international customers receive professional service in accordance with international business standards and ethical practices.

E. Team Leadership & People Development

1. Lead, supervise, coach, and evaluate all Sales and Customer Service team members.

2. Establish individual and team Key Performance Indicators (KPIs) aligned with company objectives.

3. Conduct regular coaching, mentoring, and performance evaluations.

4. Develop team competencies in negotiation, communication, product knowledge, and customer relationship management.

5. Foster a results-oriented, customer-focused, collaborative, and accountable work culture.

6. Recommend recruitment, promotion, and employee development initiatives based on organizational needs.

7. Ensure that all team members understand and comply with company Standard Operating Procedures (SOPs) and their respective responsibilities.

F. Reporting & Performance Management

1. Prepare weekly, monthly, and quarterly sales performance reports.

2. Provide sales forecasts and target achievement analyses to senior management.

3. Prepare reports on project progress, customer satisfaction, and complaint resolution.

4. Evaluate project profitability and customer account performance.

5. Recommend improvements to business strategies and operational efficiency.

6. Ensure the accuracy and integrity of sales data, project records, and customer information.

3. KEY PERFORMANCE INDICATORS (KPIs)

4. AUTHORITY & DECISION-MAKING

1. Establish work priorities and assign responsibilities within the Sales and Customer Service teams.

2. Approve quotations and discounts within the authority limits established by the company.

3. Conduct commercial negotiations with customers.

4. Determine strategies for managing key accounts and resolving escalated customer complaints.

5. Propose revisions to SOPs to improve service quality and operational efficiency.

6. Provide recommendations regarding employee performance evaluations, promotions, and disciplinary actions.

7. Escalate commercial or operational decisions beyond the assigned authority to the Director.

5. QUALIFICATIONS & COMPETENCIES

A. Education & Professional Experience

1. Bachelor's degree in Management, Business Administration, Telecommunications Engineering, Electrical Engineering, or a related field.

2. Minimum of 8–10 years of professional experience in Sales, Business Development, or Customer Service.

3. Minimum of 3–5 years of experience in a managerial or leadership position.

4. Preferably experienced in the telecommunications, Testing, Inspection and Certification (TIC), or regulatory compliance industries.

5. Strong professional English communication skills, both written and verbal.

B. Core Competencies

1. Strategic Sales Management

2. Customer Relationship Management

3. Leadership & Team Development

4. Negotiation & Commercial Management

5. Problem-Solving & Decision-Making

6. Project Monitoring & Coordination

7. Financial & Profitability Awareness

8. Regulatory & Technical Service Understanding

9. Business Communication & Presentation

10. Conflict Resolution & Customer Escalation Handling

6. EXPECTED RESULTS

 The Sales & Customer Service Senior Manager is expected to:

 Achieve sustainable revenue growth and improve company profitability.

 Build and develop a productive, disciplined, and professional Sales and Customer Service organization.

 Improve customer satisfaction and maintain strong, long-term business relationships.

 Ensure that all customer projects are effectively monitored and coordinated.

 Minimize customer complaints, communication delays, and internal coordination issues.

 Establish measurable, transparent, and KPI-driven work processes.

 Serve as a strategic liaison between customers, internal teams, and senior management.

7. PERFORMANCE ACCOUNTABILITY

 The Sales & Customer Service Senior Manager shall be accountable for the overall performance of both the Sales and Customer Service functions.

 The Sales function shall primarily focus on revenue generation, new customer acquisition, business development, and commercial performance.

 The Customer Service function shall primarily focus on service quality, project monitoring, customer satisfaction, complaint resolution, and customer retention.

 The Senior Manager shall ensure that both functions operate in a coordinated and efficient manner to achieve the company's business objectives.

 Technical testing decisions, regulatory approvals, and certificate issuance remain under the authority of the relevant technical departments, laboratories, and regulatory authorities. However, the Senior Manager shall remain responsible for ensuring effective coordination, timely communication, and appropriate escalation of any issues affecting project delivery.

RANGE GAJI : 10-11 juta

BENEFIT LAIN :

• BPJS TK

• BPJS KS

• THR

• Bonus