Rendar Mahardhika Putra

My role is to ensure long-term collaboration with customers by defining service objectives in line with customer’s and company's strategy. Set the base for a sustainable, reliable and trusted partnership. Provide end to end visibility on the Order to Cash (OTC) process by accountable customer to drive accountability over service improvements.

Solid Customer Collaboration:

1. Establish strategic collaboration process with customers and develop scenarios to support them by ensuring Supply Chain strategic goals.

2. Segmented Customer Service catalogue guardianship and local implementation in alignment with Customer Service central guidance

3. Continue seek for benchmarking and improvement opportunities in the collaboration with customers (e.g., implementation of new technology / tools, data sharing, etc.)

4. Manage both (1) efficiency agreements through SLA/KPI definition, targets and validation and (2) set base for a sustainable, reliable and trusted partnership with customers in alignment with the commercial strategy

5. Drive E2E monitoring and continuous improvement based on identified service opportunities and ensure approach across the functions

6. Develop and perform the suitable approach to receive continuous and meaningful customer feedback on CCEPs Service performance and identify opportunities (Voice of the Customer Approach)

7. Enable cross functional coordination across different departments

1) Reporting to the Commercial Development Director, my role includes line responsibility for all third, second, or first line contact centre teams (in-house) providing ongoing customer service, and specific service teams as well as the planning and forecasting team.

2) Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.

3) Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.

4) Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.

5) Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.

6) Responsible for the recruitment, training, induction and coaching strategy across the contact centres

7) Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.

8) Reviewing and defining clearly all contact centre roles, any required shift and candidate profiles required across the contact centre operation

9)Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.

10) Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.

11) Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.

12) Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.

13) Deliver cost efficiencies and increased in Customer Satisfaction Scores.

14) Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

1) Supervise 2 Operation Managers in providing excellent customer service to callers requiring assistance for customer care and order submission issues.

2) Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.

3) Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

4) Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

1) Perform planning, organizing, and controlling team activities and to provide leadership and support to the team of Representatives to enable the development of a highly integrated customer service function

2) Responsible of Contact Centre availability and accessibility
Solve Contact Center Operational problem based on the business critical aspect: problem priority, severity and emphasize Contact Centre Team sense of urgency on critical issue
Build strong working relationships with other areas of Amatil Indonesia to understand the interdependencies between the Contact Centre and these areas

3) Enable the team to effectively meet customer needs by providing support and assistance as required to enable them to achieve their and CCEP's objectives

4) Ensure all problems are logged, escalated and followed-up properly, maintain escalation procedure & provide report, and proactively communicate critical issue to related party/support group to address and manage the problem correctly.

4) Identify area for improvement, develop improvement program and monitor the implementation to increase process efficiency, cost effectiveness, or increase productivity

5) Manage subordinates and develop capability through setting and reviewing subordinates’ performance target, regular coaching and ensuring implementation of Individual Development Plan (IDP).

6) Take responsibility for providing and managing a work environment that is safe and without risk to health by ensuring OHS policy, plans, procedures, induction, training and work instructions are followed. Ensure that hazard management including identification, assessment and control are undertaken

1) Perform planning, organizing, and controlling team activities and to provide leadership and support to the team of Representatives to enable the development of a highly integrated customer service function

2) Responsible of Contact Centre availability and accessibility
Solve contact center Operational problem based on the business critical aspect: problem priority, severity and emphasize Contact Centre Team sense of urgency on critical issue

3) Build strong working relationships with other areas of CCEP Indonesia to understand the interdependencies between the Contact Centre and these areas

4) To enable the team to effectively meet customer needs by providing support and assistance as required to enable them to achieve their and Company's objectives

5) Ensure all problems are logged, escalated and followed-up properly, maintain escalation procedure & provide report, and proactively communicate critical issue to related party/support group to address and manage the problem correctly.

6) Identify area for improvement, develop improvement program and monitor the implementation to increase process efficiency, cost effectiveness, or increase productivity

7) Manage subordinates and develop capability through setting and reviewing subordinates’ performance target, regular coaching and ensuring implementation of Individual Development Plan (IDP).

8) Take responsibility for providing and managing a work environment that is safe and without risk to health by ensuring OHS policy, plans, procedures, induction, training and work instructions are followed. Ensure that hazard management including identification, assessment and control are undertaken

1) Perform planning, organizing, and controlling team activities and to provide leadership and support to the team of Representatives to enable the development of a highly integrated customer service function

2) Responsible of Contact Centre availability and accessibility
Solve contact center operational problem based on the business critical aspect: problem priority, severity and emphasize Contact Centre Team sense of urgency on critical issue

3) Build strong working relationships with other areas of CCEP to understand the interdependencies between the Contact Centre and these areas

4) Use this knowledge to enable the team to effectively meet customer needs by providing support and assistance as required to enable them to achieve their and CCEP’s objectives

5) Ensure all problems are logged, escalated and followed-up properly, maintain escalation procedure & provide report, and proactively communicate critical issue to related party/support group to address and manage the problem correctly.

6) Identify area for improvement, develop improvement program and monitor the implementation to increase process efficiency, cost effectiveness, or increase productivity

7) Manage subordinates and develop capability through setting and reviewing subordinates’ performance target, regular coaching and ensuring implementation of Individual Development Plan (IDP).

8) Take responsibility for providing and managing a work environment that is safe and without risk to health by ensuring OHS policy, plans, procedures, induction, training and work instructions are followed. Ensure that hazard management including identification, assessment and control are undertaken

1) Arranging, coordinating and responsible for all quality control activities referring to regulation and procedure

2) Developing and ensuring the implementation of Quality Management System program and quality control for documentation

3) Responsible in monitoring quality product under production process until ready to sale to fulfill quality standard and requirement of ISO 14000 & SMK3.

4) Giving Response to consumer complain related to product quality

5) Take responsibility for providing and managing a work environment that is safe and without risk to health by ensuring OHS policy, plans, procedure, induction, training and work instruction are followed.

6) Ensuring that hazard management including identification, assessment and control are undertaken

1) Recommended approval or disapproval of commercial, real estate or credit loans.

2) Reviewed and verified income, credit reports and employment histories for each borrower.

3) Organized and finalized loan applications for underwriter review.

4) Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.