Customer Success Officer

Chandra Asri Group, through its subsidiary PT Chandra Asri Sentral Solusi (CASS) , has established a Shared Service Center (SSC) to enhance operational efficiency and support the business growth of its subsidiaries. From finance and HR to procurement, customer operations, and IT, our SSC is the backbone that keeps businesses running smoothly. Role Purpose The Customer Success Officer is responsible for executing and owning seamless order management/customer operations activities across the end-to-end sales cycle within a shared services organization.

This role serves as the key liaison between customers, internal teams, and external partners, to ensure accurate, timely, and compliant SLA-aligned delivery of order fulfilment, billing, documentation, as well as issue resolution activities. Depending on experience level, the Officer may handle standard transactional activities or complex, exception-based, and high-impact cases requiring independent judgment and end-to-end ownership. The role operates within defined SOPs, governance controls, and commercial guidelines specific to customer’s industries, trade compliance, and customer contractual terms.

What Success Looks Like in This Role A strong Customer Success Officer: Processes refinery and/or chemical customer orders accurately with minimal rework

Operates confidently in sales order management in organisation’s ERP (mandatory) Maintains SLA performance during peak volume or shipment cycles Manages bulk/packed, export, or contract-based transactions with discipline

Resolves issues end-to-end within authority limits Reduces escalations through sound judgement Maintains compliance with trade, tax, and commercial governance requirements