Tjatur Setiawan Donny is seeking a managerial position leveraging 16 years of operations experience, including warehouse management, distribution, supply chain management, and customer service. He has over 9 years of international channel operations experience in APAC countries. His career includes roles as Head of Operations, Head of Customer Service, Distribution Center Manager, and Project Manager. He holds a degree in Industrial Engineering and a diploma in IT Business Development.

1. Personal details:
Career Objective
 Leverage experience and acumen gained till date to seek a managerial
position within a operations focused dynamic organization
Profile
 16 years of experience in operations, with a strong knowledge in
warehouse management and distribution, deep knowledge of Supply
Chain flow and ERP, excellent customer service skill and develop contact
center and the ability to translate operations ideas and concept across all
organizational levels
 Over 9 years of experience in channel operations with international
experience in APAC countries
 An organized and effective project manager skilled at seeing the overall
picture and identifying tasks to facilitate on-time and cost-efficient
completion of all operations continuous improvement
 A strong leader and team player, adept at supporting team members to
achieve personal and professional goals
 Achieving certification Good Storage Distribution Practice (GSDP) by SGS
in the year 2008, the Platinum Award for the Best Contact Centre
Manager 2010 Indonesia and Asia Pacific The Best performance in Oct.
2010.
 Ever become Execurtive Comitte in Indonesia Contact Center Assosiation
period 2010 - 2015
Area of Expertise
WORK EXPERIENCE
Period: September 2015 – Till date
Organization: Cakemeup.indo
2.90billion turnover, 45 number or employees focused within
food industry (ecommerce)
Position: Head of operations
Roles: Dual responsibility of operations & contact center
(telesales and customer service)
 Organize and manage order processing activities from
any communication media to ensure accurate and
controlling order entry into the system while maintaining
Name Tjatur Setiawan Donny
Sex Male
Birth Place & Date Banyuwangi, Sept 27th
1971
Address Cluster Pasadena Park Blok F3/1
Jl. Ratna, Jatibening Bekasi
Email Tjatur.donny@gmail.com
Mobile Phone +6281291559001
Citizenship Indonesia
Marital Status Married
Hobbies Reading, Adventure, Badminton, Soccer

2. good service quality to the customers and Key
Performance Indicator (KPI’s) are achieved. Scope
coverage is National wide
 Manage distribution monitoring start from picking in
production, sortation, handover to 3PL, until customer
received
 Managing service response based on customer input, one-
to-one solutions to customers’ requirements, direct online
communications with customer and customer service
centers that help customers solve their issues. Work
closely with another department to follow up the
complaint as soon as possible to maintain customer
satisfaction, then will be able to perform as per company
procedure and standard. Share data complaint to another
department for review meeting and improvement
company performance
 Organize and manage proactive outbound call with
activities up selling, cross selling, new product promotion
to ensure achieved sales target. Work closely with
marketing to create effective program campaign,
controlling, monitoring and measurement. Scope
coverage is National wide
 Develop Integrated system for sales, operation, supply
chain and 3PL in executing process for customer
excellence
Achievements
 Setup ontime customer excellence program including
customer service, complaint handling, order processing
and collection.
Period: August 2011 – August 2015
Organization: PT Merck tbk
Position: Head of Customer Service
Roles: As the Head of Customer Service for Indonesia I had multiple
direct report & responsibilities’:
a. Team project Lead: Accountable for branchmarking and
developing customer care center and system across APAC
region, reporting to regional Customer Service APAC
b. Individual Responsibility: Manage order to cash across nation
wide and dealer communication issued and solution. Choose
and select 3PL for improvement system and perfomacne
monitoring
Job Responsibilities
 Organize and manage order processing activities from any
communication media to ensure accurate and controlling
order entry into the system while maintaining good service

3. quality to the customers and Key Performance Indicator
(KPI’s) are achieved. Scope coverage is National wide.
Manage Supply Chain monitoring start from import, custom
clearing, GR, distribution until customer received.
 The main duty is managing service response based on
customer input, one-to-one solutions to customers’
requirements, direct online communications with customer
and customer service centers that help customers solve their
issues. Work closely with another department to follow up
the complaint as soon as possible to maintain customer
satisfaction, then will be able to perform as per company
procedure and standard. Share data complaint to another
department for review meeting and improvement company
performance.
 Charged with the proper invoicing within standard polices
reflective of the customers’ requirements. Team shall work
with any and all personnel to assure timely and accurate
invoicing and rating occurs. Assure timely collection of
monies due to corporation. Assure timely and accurate
invoicing. Manage cash application making sure all cash
receipts are applied properly. Assure that the companies’
standard template regarding invoice sample is in place for
every customer
Conduct credit checks on all customers, establish and
manage limits. Make recommendations to improve quality of
invoicing and collection procedures.
Achievements: Implemented Call Management System in PT Merck tbk
Target point : develop organization and technology of Customer
Care Center
Measurement : planning schedule at Feb 2012, service level
Status : go live in Jan 2012, Service Level 97%
Period: May 2006 – September 2011
Organization: PT APL (Zuellig Pharma Company)
Merge PT. WIGO and PT. APL that still a same holding company
- A Zuellig Pharma
Position: 2009 – 2011 Customer Care Center & Central database Manager report to
Vice President Operation
2008 – 2009 Project Manager of Operation Division
2006 – 2008 Distribution Centre Manager of East Indonesia
Roles:
As Customer care center and central database manager
Lead, direct and control all customer service policies,
procedures, and activities so that they meet the organisation’s
overall business objectives and protect the organisation’s
customer relationships and public reputation. Activities may
include: entry order, complaint handling, technical services, or
other information services.
Oversee the customer care budget; monitor the cost and
effectiveness of activities to prioritise spending and resource
allocation.

4. Develop and implement systems, standards, targets - KPI and
customer feedback mechanisms to monitor customer care
performance and ensure that activities are efficient, consistent,
reliable, and high quality. Liaise with other senior management
across the organisation (particularly in marketing and sales) to
ensure that customer care strategies and activities are
integrated with other parts of the business and align with the
overall corporate objectives.
As Project Manager is the spirit of collection business,
responsible for productivity Admin Collection, Branch Collection,
Key Account Collection.
With his leadership skills, he will coordinate direct and indirect
reporting All staff as well as key account manager and
distribution centre manager.
The skilful and timely negotiation between parties with
conflicting interest will decide the success or failure of APL. It is
the project manager who must and can direct everybody to the
common goal of customer satisfaction.
The position requires problem solving, analitic skill and
negotiation skill. Integryty, tranparancy, computer skill and
determination are primaricy.
As Distribution Centre Manager will be responsible for the
common function of the Distribution Center (receiving, putaway,
picking of orders, packing and dispatch to customers) and has
to ensure that agreed benchmark are met. Pick up to
supplier/principal manufacture. Select, choose and monitoring
3PL and ensure achieved the success rate target.
Other than that he will be responsible to constantly train the
staff in the new and changing procedures, maintain tight control
on stock and ensure Warehouse Management System run well
and consist in all warehouse staff.
Achievements:
• Achieving certification Good Storage Distribution Practice
(GSDP) by SGS in the year 2008,
• the Platinum Award for the Best Contact Centre Manager
2010 Indonesia and Asia Pacific The Best performance in
Oct. 2010.
• Lead impelementation Warehouse Management System
(SAP)
Target point : Go Live on Feb19th, 2007
Measurement : 1st running transaction time with
right strategic of WMS
Status :Done, Go Live on Feb 17th, 2007
• Lead merge 4 warehouse and 3 operation & sales Office into
one place (merge APL-WIGO)
Target point : Effective coordination and reduce cost 10%
Measurement : Operational Expenditure (OPEX)
Status : Done, reduce cost 11%

5. Period: July 2004 – April 2006
Organization: PT WIGO (Zuellig Pharma Company)
Position: Regional Distribution Center Manager
Role: The Regional DC Manager will be responsible for the common
function of the Surabaya Distribution Center including East
Indonesia branch Replenishment and has to ensure that agreed
benchmark are met with coverage area All East Indonesia.
Other than that he will be responsible to constantly train the
staff in the new and changing procedures, maintain tight control
on stock and ensure Warehouse Management System (WMS)
run well and consist in all warehouse staff.
• Select, choose and monitoring 3PL and ensure achieved the
success rate target. Periodically review performance and CAPA
progress
Achievement: Built and Setting of Regional DC of East Indonesia
Target Point : Increase Productivity Level 94% and Sales
Measurement : KPI (Key Performance Indicator)
Status :Done with 99% increasing
Period: August 1999 - June 2004
Organization: PT Sampoerna Agro
Position: Post harvesting, Inventory & warehouse manager
Role
The Company is Agrobisnis which new technology of plantation
and farming (22+ hektare, 3000+ employee, 50+ Green
House). Optimazing production and reduce impact of climate for
harvesting.
Main Job responsibility to ensure consistency supply to
customer and no reason of climate impact. Maintain Production
Schedule, Harvesting Forecast and work closely with Farm
manager to ensure following the schedule and manage harvest
process. Manage Supply Chain to domestic and export to Asia
and Europe.
Recruit, train and develop new employee with the international
standart of food handling
Achievement: Develop new system of forecasting, inventory and cold storage
system handling and procedure
Period: August 1996 – June 1999
Organization: GE lighting Indonesia
Position: Chief Production Planning Inventory control (Spv level)
Job Profile:
 Manage Raw material (Glass, Chemical, Radioactive, Packaging,
spare part, metal/iron raw), Finish Good Warehouse,
Forecasting, S&OP review, Production Scheduling (MPS),

6. Demand planning and MRP.Product launch and management of
press releases
Achievement: Fulfillment one year pending GE Australian order 100% with
completely in 3 month
EDUCATIONAL QUALIFICATION
Name of Institute Degree Year
Percentage/CG
PA
Universitas
Pembangunan
Nasional (UPN)
Industrial
Engineering
1996 3.34 (scale 4)
School of Computer
Technology
Diploma of IT
Business
development
1994 3.43 (scale 4)
References:
Note : reference of my ex-direct boss, he/she called me with my last name "Donny"
1) Name & Last name : Ken Revita
2) Job title and company where I both were working together : CEO,
Cakemeup.indo (food industry ecommerce)
3) Your working relationship with this person : direct-boss
4) phone number : +62 812 8422 8587, 0817 0001 904
1) Name & Last name : Sumonta Achachotipong
2) Job title and company where I both were working together : Chemicals Director,
Merck Millipore
3) Your working relationship with this person : direct-boss
4) email : sumonta@synctec.co.th
5) phone number : +66(0)832967195
1) Name & Last name : Kaspar Kellerhals
2) Job title and company where I both were working together : Vice President
Operations, WIGO - A Zuellig Pharma group
3) Your working relationship with this person : direct-boss
4) email : kaspar.kellerhals@pobox.com
5) phone number : +41 79 335 64 55
Note : currently He have working in Bern-Switzerland with different time 5 hour late
from Jakarta
1) Name & Last name : Indro Purwoko
2) Job title and company where I both were working together : Head of IT, APL and
WIGO - A Zuellig Pharma group
3) Your working relationship with this person : peer
4) phone number : +62 811 8126 486

7. Demand planning and MRP.Product launch and management of
press releases
Achievement: Fulfillment one year pending GE Australian order 100% with
completely in 3 month
EDUCATIONAL QUALIFICATION
Name of Institute Degree Year
Percentage/CG
PA
Universitas
Pembangunan
Nasional (UPN)
Industrial
Engineering
1996 3.34 (scale 4)
School of Computer
Technology
Diploma of IT
Business
development
1994 3.43 (scale 4)
References:
Note : reference of my ex-direct boss, he/she called me with my last name "Donny"
1) Name & Last name : Ken Revita
2) Job title and company where I both were working together : CEO,
Cakemeup.indo (food industry ecommerce)
3) Your working relationship with this person : direct-boss
4) phone number : +62 812 8422 8587, 0817 0001 904
1) Name & Last name : Sumonta Achachotipong
2) Job title and company where I both were working together : Chemicals Director,
Merck Millipore
3) Your working relationship with this person : direct-boss
4) email : sumonta@synctec.co.th
5) phone number : +66(0)832967195
1) Name & Last name : Kaspar Kellerhals
2) Job title and company where I both were working together : Vice President
Operations, WIGO - A Zuellig Pharma group
3) Your working relationship with this person : direct-boss
4) email : kaspar.kellerhals@pobox.com
5) phone number : +41 79 335 64 55
Note : currently He have working in Bern-Switzerland with different time 5 hour late
from Jakarta
1) Name & Last name : Indro Purwoko
2) Job title and company where I both were working together : Head of IT, APL and
WIGO - A Zuellig Pharma group
3) Your working relationship with this person : peer
4) phone number : +62 811 8126 486