Aktivitas Administrasi Operasional dan Manajemen Pelayanan Pelanggan pada J&T Express VIP Point Sedati (DMK Cargo)

Calvin Ananda Hari Purnomo

doi:10.31004/riggs.v5i2.11589

Authors

Calvin Ananda Hari Purnomo Sekolah Tinggi Ilmu Ekonomi Mahardhika Surabaya

DOI:

https://doi.org/10.31004/riggs.v5i2.11589

Keywords:

Administrasi Operasional, Pelayanan Pelanggan, J&T Express, Logistik, e-Business

Abstract

Perkembangan industri logistik di Indonesia mengalami pertumbuhan yang pesat seiring meningkatnya aktivitas perdagangan elektronik (e-commerce) dan digitalisasi bisnis. Kondisi tersebut menuntut perusahaan jasa ekspedisi untuk meningkatkan efektivitas administrasi operasional serta kualitas pelayanan pelanggan agar mampu mempertahankan daya saing. Artikel ini bertujuan mendeskripsikan aktivitas administrasi operasional dan manajemen pelayanan pelanggan yang dilaksanakan selama program magang di J&T Express VIP Point Sedati (DMK Cargo). Penelitian menggunakan pendekatan deskriptif kualitatif dengan teknik pengumpulan data melalui observasi, praktik kerja langsung, wawancara, dan dokumentasi selama pelaksanaan magang. Hasil kegiatan menunjukkan bahwa administrasi operasional meliputi penerimaan pelanggan, penginputan data pengiriman ke dalam sistem ERP J&T, pencetakan resi, pengelolaan transaksi pembayaran, penyusunan dokumen pengiriman, serta koordinasi dengan kurir dalam proses distribusi barang. Dalam pelaksanaannya ditemukan beberapa kendala, seperti ketidaksesuaian data berat barang, gangguan sistem ERP, serta keterlambatan pengiriman akibat faktor eksternal. Berbagai kendala tersebut dapat diatasi melalui komunikasi yang efektif dengan pelanggan, penerapan prosedur operasional standar, penggunaan pencatatan manual sebagai backup, serta koordinasi yang baik antarbagian. Kegiatan magang memberikan pengalaman praktis mengenai penerapan konsep e-business, komunikasi bisnis, kepemimpinan, budaya organisasi, dan pemasaran global dalam aktivitas operasional perusahaan jasa logistik. Temuan ini menegaskan bahwa integrasi ketelitian administratif, pemanfaatan teknologi informasi, kompetensi komunikasi, dan koordinasi lintas fungsi merupakan faktor penting untuk menjaga akurasi data, kontinuitas layanan, kecepatan respons, dan kepuasan pelanggan pada perusahaan ekspedisi.

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