Purdiyanti Pratiwi
Customer Care Front Office Manager
Jakarta
Summary
Dynamic Customer Service Manager with over 5 years of proven success in diverse roles within Fragrance Operations. Expertise in demand management, complemented by a strong ability to enhance team efficiency and foster cross-functional collaboration through continuous improvement initiatives and effective project management. Recognized for a results-driven approach that consistently meets and exceeds operational goals while delivering exceptional customer experiences.
Overview
13
13
years of professional experience
4
4
Certifications
Work History
Customer Care Front Office Manager
Givaudan Indonesia
08.2022 - Current
- Leading Customer Care team & Demand Planner
- Leading the team to execute the Customer Care strategy and overall regional SCM strategy and follow the global guidelines
- Analyzed performance metrics to identify areas of improvement in customer care and operations area, implementing changes for better efficiency.
- Coached team members through day-to-day work and complex problems.
- Lead the communications with commercials teams, related internal stakeholders and external customers to deliver customers superior experiences
- Lead regional SCM project or site continuous improvement project (Green Belt-Black Belt) as parts of the development plan
Customer Care Assistant Manager
Givaudan Indonesia
01.2020 - 07.2022
- Lead Customer Care Team & Demand Planner
- Coach & nurture the team as part of the development team
Finished Goods & Demand Planner
Givaudan Indonesia
10.2012 - 12.2020
- Confirming customers orders and communicating demand plans to manufacturing teams & raw material planners to resolve gaps between demand and supply plans.
- Coordinate with Customer Care team if there is a challenges on orders fulfillment and leading the improvement action with productions, QC and continuous improvement
- Manage the escalation from customers and commercial teams and coordinate with Operations and Regional SCM Team when necessary
- Evaluated forecast performance metrics regularly, driving continuous improvement in forecast accuracy rates.
- Participated in sales and operations meetings to assess performance and forecast and formulate necessary corrective actions.
- Used various market research tools and techniques to gather, analyze and interpret data.
- Led monthly consensus meetings with stakeholders from various departments including Sales, Commercial and customers.
Education
Bachelor in Agricultural - Agribusiness
Bogor Agricultural University
Bogor, Indonesia 04.2001 -
Skills
- Customer Service Leadership
- Orders Handling
- Complaint Handling
- Data-Driven Decision Making
- Team Management
- Customer Experience Strategy
- Problem-Solving
- Project Management
- Communication Skills
Certification
L4 - CI Problem Solving
Timeline
L4 - CI Problem Solving
01-2024
CI - Black Belt Training by Pivotal
03-2023
Customer Care Front Office Manager
Givaudan Indonesia
08.2022 - Current
APICS-CPIM Training by APICS
03-2021
Customer Care Assistant Manager
Givaudan Indonesia
01.2020 - 07.2022
CI - Green Belt Certified by Pivotal
08-2018
Finished Goods & Demand Planner
Givaudan Indonesia
10.2012 - 12.2020
Bachelor in Agricultural - Agribusiness
Bogor Agricultural University
04.2001 -