Customer Service Executive

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

• Reporting to the Customer Service Lead for MYSG, the objective of this position is to manage delivery to customer throughout the orders to cash process.
• The CSO ensures orders from domestic & export are received, processed and delivered timely, in an efficient and effective manner.
• The person may be required to support the Customer Service Lead to interact and solve problems with various functional units within BASF in order to successfully execute the orders for customers.
• In addition, support may be provided to other interfacing processes such as account receivables and logistics.

Main Responsibilities

• Perform Sales Order and Delivery Order Management tasks including sales order creation, processing changes (customer RETA, price changes) and returns, CN/DN, Sample orders management.
• Contribute to development and communication related to order management in customer services e.g. product availability, order status and delivery tracking (Shipment & delivery monitoring including follow up with shipping documents)
• Coordinate with Credit Management, collections team, Billing and Accounts Receivable teams for follow-up
• Maintain Master Data (e.g Customer Master Info Record & Product Info Record, Reference orders for E commerce) to ensure effective order management
• Liaise closely with Import/Export teams for container booking, stuffing / unstuffing
• Handle complaints via Non-conformance Management (NCM) system. Actively communicate the status, investigation results, corrective actions to respective parties and ensure on time closure for non-product quality related complaints.
• Support implementation of business rules related to delivery in management process.
• Provide order status report and monitor customers’ order placement against sales forecast
• Capture market intelligence from daily interaction with customers and share with the business as appropriate
• Project Involvement related to OTC (Order to Cash) within ED for process enhancement.
• Act as a country coordinator (supplying plant) to coordinate export orders with respective stakeholders and inform counterpart on order status.
• Troubleshooting on OTC related system issues
• Support system enhancements & project rollouts (includes formulation / sharing of business requirements / ideas, user acceptance testing, training, etc)
• Identify process gaps & inefficiencies and initiate improvement plans / actions for new and existing business.
• Share / exchange knowledge and promote best practices within CSO communities.
• Any others related task to CSO

Requirements

• Bachelor's degree from any discipline (major in economic or business administration is preferred)
• Min 5 years of working experience in supply chain / customer service / logistics/ sales
• Hands-on or indirect exposure to Export and Import processing
• Technical & Professional Knowledge:
  • Well versed with OTC processes, preferably in SAP
  • Good in Supply Chain Management’s knowledge and business processes, Incoterms, International Logistics etc
  • Team Player with collaborative mindset
  • Adaptable to different systems and business models
  • Ability to work independently with minimum supervision and withstand pressure.
  • Good Knowledge of customer relationships
  • Good conflict resolution skills
  • Good in Analysis Skill and Microsoft office
  • Fluent in verbal and written English