Senior Customer Service Officer

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. 

 

 

 

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.

 

Core responsibilities / 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. 
·   Carefully identify possible failures and compliance risk may arise from OTC operations and escalate for solution.
·   Strive for service and operation and excellence, process digitalization, and OTC KPIs achievement.
·   Capture market intelligence from daily interaction with customers and share with the business as appropriate. 
·   Contribute to further development of customer service organization in respective country, fostering a culture of customer of customer focus in the team.
·  Support systems as a key user for OTC process         

 

Minimum Education and Qualification Required for the Position

 

·  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 OTC processes 
·  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.

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.

 

Core responsibilities / 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. 
·   Carefully identify possible failures and compliance risk may arise from OTC operations and escalate for solution.
·   Strive for service and operation and excellence, process digitalization, and OTC KPIs achievement.
·   Capture market intelligence from daily interaction with customers and share with the business as appropriate. 
·   Contribute to further development of customer service organization in respective country, fostering a culture of customer of customer focus in the team.
·  Support systems as a key user for OTC process         

 

Minimum Education and Qualification Required for the Position

 

 

·  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 OTC processes 
·  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.