Executive, Customer Service

Job description

We are a leading chemical company, with the best teams developing intelligent solutions for our customers, and for a sustainable future.

 

We connect and develop people with diverse talents all over the world. For you, this means a variety of ways to progress.

 

Not only your performance but also your personality matter to us, regardless of gender, age, ethnicity, orientation, and background.  At BASF, careers develop from opportunities. 

 

 

 

BASF has been operating in Malaysia for more than 30 years, through a number of wholly-owned companies and joint ventures in the country. BASF (Malaysia) Sdn Bhd was incorporated in 1989, and operates main office in Bandar Utama and a manufacturing plant in Pasir Gudang in Johor, as well as an operational site in Kulim, Kedah. BASF Asia-Pacific Service Centre Sdn Bhd began its operation in 2005. Located in Kuala Lumpur, the Shared Services Center provides functional services in the areas of finance, controlling, information services, human resources, real estate and facilities management, communications, environment, health & safety, procurement and import-export order management and information services to BASF Group companies in 20 markets across Asia Pacific. BASF Services (Malaysia) Sdn Bhd, established in 1997, provides infrastructure and utilities support services to BASF sites in Malaysia. BASF holds 60% of its joint venture BASF PETRONAS Chemicals Sdn Bhd, which operates a state-of-the-art Verbund production site in the Gebeng Industrial Zone, Pahang , and 50% of Toray BASF PBT Resin Sdn Bhd.  BASF posted sales to customers in Malaysia of approximately €403 million in 2022 and had 2,415 employees as of the end of the year. Further information is available on www.basf.com/my .

Objectives of the Position

·  To enhance customer satisfaction, ensuring customer needs are fulfilled as per business strategy.
·  To be customer facing, providing customers differentiated SCM services as per business strategy.
·  To manage Order-To-Cash processes and KPIs e.g., order management, delivery management, billing management, and handle customer complaints, etc.
·  To actively participate on OTC improvement projects as assigned.

 

Main Tasks

·  Perform Sales Order and Delivery Order Management tasks
·  Contribute to development of customer relationships through proactive customer communication related to order management e.g.  product availability, provide report of order status and delivery tracking
·  Support Credit Management, Billing and Accounts Receivable Follow-up
·  Manage Master Data maintenance process to ensure effective order management
·  Handle customer complaints via Non-conformance Management (NCM) system,
·  Actively communicate status, investigation results, corrective actions to customer and ensure on time closure for non-product quality related complaints.
·  Capture customer expectations / requirement and feedback to BU / Functions
·  Support implementation of business rules related to customer order management process
·  Provide order status report and monitor customers’ order placement against sales forecast
·  Check orders with inventory on hand, follow with customer for delivery schedule to minimize inventory on hand and optimize working capital impact.
·  Capture market intelligence from daily interaction with customers and share with the business as appropriate
·  Contribute to further development of customer service organization in ASEAN, fostering a culture of customer focus in the team 
·  Give accurate direction and support to team leaders to facilitate successful completion of organization and performance goals
·  Carefully identify problems that might arise from operations with the use of ethical procedures and professional judgement
·  Use expertise to build strong healthy relationships with clients, convince them of all benefits of doing business with the organization and create an open and accessible communication rout for free flow of information
·  Intimate employees with the rules and regulations of the organization in order to enable them work in accordance with acceptable standards as this will affect their level of productivity and performance

 

Requirements

·  Bachelor's degree from any discipline (major in economic or business administration is preferred)
·  Min 3 years of working experience in supply chain / customer service / logistics/ sales / controlling
·  Technical & Professional Knowledge:
·  Well versed with SAP OTC processes
·  Good knowledge of the business processes, Incoterms, international logistics, UCP600 etc.
·  Good interpersonal skills
·  Good Knowledge of customer relationships
·  Good conflict resolution skill
·  Ability to work in a team
·  Have a good sense of judgement and good managerial skills
·  Service excellence competencies
·  Supply Chain Management knowledge, planning knowledge advantage