Customer Service & Intercompany Procurement Specialist

Work Schedule

Environmental Conditions

Job Description

This role is a multiskilled role responsible for supporting end-to-end commercial operations across Customer Service Quote-to-Cash (Q2C) Order Management Intercompany Procurement and Master Data Management.

The role manages customer orders from order entry through fulfillment and coordinates the sourcing of products from Thermo Fisher Scientific intercompany entities to meet customer and commercial requirements in Indonesia. The position works closely with Sales Supply Chain Logistics Finance Master Data teams and Thermo Fisher intercompany supplying entities to ensure accurate order processing timely product availability and delivery effective customer communication and resolution of operational issues.

Hands-on SAP experience is required together with a good understanding of Q2C processes and SAP master data setup. Experience with SAP S/4HANA and intercompany transactions is a strong advantage.

• Manage end-to-end customer orders from order receipt Sales Order creation fulfillment delivery invoicing and order closure.
• Create and maintain accurate Sales Orders in SAP ensuring customer product pricing quantity and delivery requirements are correctly captured.
• Manage intercompany Purchase Orders (POs) in SAP to source products from Thermo Fisher supplying entities for commercial and customer requirements.
• Maintain alignment between customer Sales Orders and related intercompany Purchase Orders.
• Coordinate with Thermo Fisher intercompany entities regarding product availability order confirmation lead time shipment and expected delivery.
• Monitor open Sales Orders intercompany POs backorders and delivery status and proactively manage potential fulfillment risks.
• Provide timely and accurate order status updates to customers Sales and relevant internal stakeholders.
• Coordinate with Supply Chain Logistics Warehouse Finance and other functions to ensure smooth end-to-end order fulfillment.
• Be familiar with SAP master data setup and maintenance including customer material/product pricing sales and relevant purchasing/intercompany master data.
• Coordinate master data creation or changes with relevant teams and ensure required master data is available and accurate before commercial transactions are processed.
• Identify and troubleshoot master data issues that may impact Sales Order creation intercompany procurement pricing delivery or billing.
• Resolve transactional issues including pricing discrepancies order blocks product availability delivery delays quantity differences billing issues master data issues and other SAP exceptions.
• Support order amendments cancellations returns credit/debit notes and other post-order activities.
• Take ownership of customer and intercompany transactions through completion and escalate issues that may impact customer commitments.
• Support process improvement standardization SAP S/4HANA implementation master data improvement and other Commercial Operations initiatives.

• Diploma or Bachelors degree in Business Administration Supply Chain Logistics Operations Finance or a related field.
• Typically 4-5 years of experience in Customer Service Order Management Commercial Operations Supply Chain Operations or a related function.
• Hands-on SAP experience is required.
• Good understanding of Quote-to-Cash (Q2C) processes including Sales Order fulfillment delivery and billing.
• Familiarity with SAP master data setup maintenance and its impact on end-to-end commercial transactions.
• Experience with SAP S/4HANA is a strong advantage.
• Experience with SAP SD/MM intercompany Purchase Orders or intercompany transactions is advantageous.
• Experience working with regional or international stakeholders in a multinational environment is preferred.
• Good communication skills in Bahasa Indonesia and English.
• Strong attention to detail problem-solving follow-up and stakeholder management skills.
• Customer-focused adaptable and able to manage multiple priorities in a fast-paced environment.

This role is expected to understand the end-to-end commercial process including how master data impacts downstream transactions and take ownership of coordinating activities and resolving exceptions to ensure effective customer order fulfillment.