Job Description

The Customer Success Specialist – Mobility is responsible for end-to-end coordination and support of retailer and dealer order processing (fuel and lubricants), ensuring accurate order capture, fulfilment coordination, invoicing support, and timely resolution of order- and billing-related queries.

The role supports delivery assurance, operational continuity, and customer satisfaction, and oversees the retailer/dealer mailbox and company hotline for order-to-cash related inquiries.

Responsibilities:

Order Processing & Fulfilment Coordination

• Coordinate end-to-end retailer and dealer orders of fuels and lubricants, from order receipt through fulfillment.
• Ensure orders are accurately captured and processed through approved ordering platforms.
• Coordinate with internal teams to support:
  • Order confirmation
  • Delivery scheduling and assurance
  • Issue resolution related to fulfilment delays or discrepancies
• Communicate order status and fulfilment updates to retailers and dealers.

Ordering Platform & Master Data Coordination

• Support day-to-day operation of the ordering platform, acting as the business point of contact.
• Coordinate with IT and relevant teams on:
  • User access and setup
  • Basic troubleshooting and issue logging
• Coordinate master data updates (e.g. customer details, pricing references, delivery parameters) with owning functions.
• Ensure retailers and dealers are informed of changes impacting ordering or fulfilment

Invoice & Billing Support

• Act as the first point of contact for retailer and dealer queries related to:
  • Invoices
  • Delivery documentation
  • Order and billing discrepancies
• Coordinate with Finance/ Finance Shared Services and Operations to provide support to retailers and dealers including resolving invoice-related issues.
• Track and follow-up outstanding billing concerns until closure.

Retailer & Dealer Communication

• Manage the retailer/dealer mailbox and company hotline for order-to-cash related inquiries.
• Ensure timely, accurate, and consistent responses in line with approved guidelines.
• Proactively communicate:
  • Process changes
  • System updates
  • Fulfillment-related advisories

Internal Coordination & Operational Support

• Act as a coordination point between retailers/dealers and internal teams including Operations, Supply, Road Transport, Finance, Finance Shared Services, and IT.
• Support operations and delivery assurance teams with administrative and coordination tasks as required.
• Provide support to other teams such as Sales, Marketing, Convenience Retail, Fleet Solutions, and similar customer-facing functions as needed by the business.
• Escalate recurring issues or risks impacting order fulfilment or customer experience.

Governance, Risk & Compliance

• Ensure order-to-cash activities comply with:
  • Company policies and procedures
  • Approved customer communication guidelines
  • Data privacy and confidentiality requirements
• Maintain accurate records and documentation related to orders, queries, and resolutions.
• Escalate service, fulfilment, or reputational risks through the Customer Operations Manager.
• Process and coordinate retailer and dealer orders within approved procedures.
• Resolve routine order, fulfillment, and invoice queries within defined scope.
• Recommend corrective actions or process improvements.
• Escalate issues outside authority to the Customer Operations Manager or relevant functions.

Qualifications:

• Bachelor's degree in Business, Management, Supply Chain, Finance, or a related field.
• 3–6 years' experience in order management, customer operations, or order-to-cash roles, preferably in retail fuels, FMCG, or logistics-driven environments.
• Experience working with ordering systems or ERP platforms.
• Strong coordination and follow-up skills across multiple internal teams.
• Attention to detail and ability to manage multiple orders and inquiries concurrently.

General Disclaimer: This role will be part of CITADEL Pacific's expanding retail fuel business in Indonesia. The successful candidate will join the team supporting the integration and future operations of our local entity. All hiring, onboarding, and employment contracts will be fully compliant with Indonesian laws and regulations. More information about this expansion could be found in the CITADEL Pacific official website: https://citadelpacific.com/news-updates/

About CITADEL Pacific

CITADEL Pacific Ltd. (CPL) is a diversified private holding company with operations in the Philippines, Hong Kong, Macau, the Republic of Palau, the Commonwealth of the Northern Mariana Islands, and the US Territory of Guam.

Our holdings range from controlling stakes in companies engaged in retail, petroleum and gas distribution, telecommunications, commercial, and industrial property, in-flight and non-in-flight catering, and manpower services. Our Solar and Data Center businesses position CITADEL to future facing and fast-growing industries in renewables energy and digital infrastructure sectors.

We offer a competitive total rewards package which includes a base salary determined by factors such as role, experience, skill set, and location. Additionally, eligible employees may receive discretionary bonuses based on both company performance and individual achievements. Our benefits and programs are designed to meet the needs of our employees and are benchmarked to the market. Detailed information regarding compensation and benefits will be shared during the hiring process.