Senior Manager, Regional Customer Service

Objectives of the Position

We are looking for an experienced Senior Manager, Regional Customer Service to lead end-to-end Customer Service excellence across APAC.

In this strategic regional leadership role, you will ensure reliable order fulfillment, deliver a superior customer experience, strengthen operational resilience, and drive consistent execution of standardized Order-to-Cash (OTC) processes. You will also play a key role in advancing the Customer Service transformation agenda in line with the defined operating model.

You will lead a multicultural regional Customer Service organization and serve as a key interface between customers, Commercial, Supply Chain, Operations, Finance, Digital, and other enabling functions. Through this role, you will help protect revenue, strengthen customer trust, enable profitable growth, and transform Customer Service into a scalable, digital-first and exception-based organization.

Main Areas of Responsibilities

Customer Experience & Service Strategy

• Own and drive the regional Customer Service strategy and roadmap, aligned with business priorities, customer expectations, and operating model objectives.
• Ensure a consistent and high-quality customer experience across customer segments and channels.
• Act as the senior escalation point for critical issues across the end-to-end OTC process.
• Drive customer satisfaction, service-level adherence, and effective issue resolution.
• Establish a structured Voice of Customer process and translate customer feedback into service, system, and process improvements.
• Support strategic customer initiatives and represent Customer Service in key business discussions.
  
  

Regional Leadership & Organization Development

• Hold full disciplinary and functional leadership responsibility for the Customer Service organization within scope.
• Promote employee engagement, psychological safety, well-being, and effective cross-cultural collaboration.
• Foster a high-performing, customer-centric culture built on accountability, collaboration, continuous learning, and inclusion.
• Build organizational capability through talent development, succession planning, coaching, and mentoring.
• Lead organizational change and transformation initiatives.
  
  

Operational Excellence & OTC Governance

• Ensure consistent execution of end-to-end OTC processes across countries and SBUs.
• Establish and govern standardized operating procedures, KPIs and PPIs, internal controls, audit readiness, and compliance requirements.
• Ensure adherence to customer agreements, regulatory requirements, and company policies.
• Maintain regional business continuity and service resilience during supply disruptions, allocation periods, and demand volatility.
• Drive effective exception management and timely resolution of critical customer issues.
  
  

Customer Service Transformation & Digitalization

• Lead the implementation of the Customer Service transformation roadmap for A-PMA in line with Core Shift.
• Drive the adoption of customer segmentation and differentiated service models.
• Govern and sustain service differentiation and segmentation compliance across customer groups.
• Lead the transition toward a digital-first operating model focused on automation and exception management.
• Promote customer onboarding and adoption of digital channels and self-service solutions.
• Drive adoption and utilization of PCS, MyBASFWorld, mySmartOrder, and relevant AI capabilities.
• Partner with GD and Process Excellence teams to optimize the Customer Service technology landscape.
• Champion process harmonization and increase the Hands-Free Order (HFO) rate across the region.
  
  

Performance Management, Productivity & Cost Optimization

• Define, monitor, and continuously improve regional Customer Service KPIs.
• Monitor key performance measures including customer satisfaction, service levels, order accuracy, backlog, complaint volumes, resolution cycle time, cost-to-serve, productivity, digital adoption, and employee engagement.
• Monitor external benchmarks, emerging technologies, and Customer Service trends while promoting best-practice sharing across the region.
  
  

Job Requirements

• Bachelor's degree in Business Administration, Supply Chain Management, Logistics, or a related discipline.
• Master's degree is preferred.
• Minimum 10 years of experience in Customer Service, Supply Chain, Commercial Operations, or related functions.
• Minimum 5 years of people leadership experience, including experience managing regional and multicultural teams.
• Demonstrated experience leading Customer Service transformation, digitalization, and process standardization initiatives.
• Strong experience managing customer-facing operations within a B2B environment.
• Experience within the chemical or related industries is preferred.
• Strong knowledge of Order-to-Cash (OTC) processes and customer fulfillment operations.
• Experience with SAP, Salesforce, analytics, and digital collaboration tools.
• Strong understanding of customer segmentation, service differentiation, and digital customer journey concepts.
• Fluent English is required; additional Asian languages are an advantage.