Executive, Customer Service

Executive, Customer Service

BASF Construction Chemicals UAE LLC
Not Specified
Not Specified

Job Description

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, environment, health & safety, procurement and import-export order management to BASF Group companies in 19 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 390 million in 2021 and had 2,295 employees as of the end of the year. Further information is available on .
Objectives of the Position
Reporting to the Customer Service Lead for MYSG, the objective of this position is to manage interfaces with customers throughout the order to cash process. The CSO ensures orders from domestic & export customers are received, processed and delivered in an efficient and effective manner. A superior customer experience enhances BASF image and customer retention. The person may be required to support the Customer Service Lead in guiding and coaching the Customer Service Officers and 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 Areas of Responsibilities and Key Activities
  • 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 of customer relationships through proactive customer communication related to order management 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 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 Functional Units.
  • Support implementation of business rules related to customer order 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.
  • Mentor to new Customer Service Officer (CSO) - guide new CSO in the daily OTC processes
  • trouble-shooting 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.

Job Requirements (minimum requirement to carry out the work)

  • Education: Tertiary Education in any degree

Working Experience
  • Minimum 4 years experience in customer service / supply chain / logistics / sales /
  • Hands on or indirect exposure to Export and Import processing

Technical & Professional Knowledge
  1. Well versed with OTC processes, preferably in SAP
  2. Good understanding of value chain and business processes
  3. Team Player with collaborative mindset
  4. Adaptable to different systems and business models
  5. Ability to work independently with minimum supervision and withstand pressure.
  6. Fluent verbal and written English

Job Details

Around 110,000 employees in the BASF Group contributeto the success of our customers in nearly all sectors and almost every country in the world. Our portfolio is comprises six segments: Chemicals, Materials, Industrial Solutions, Surface Technologies, Nutrition & Care and Agricultural Solutions. BASF generated sales of  €78.6 billion in 2021

Job Source : basf.jobs

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