Officer, Customer Service

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

The objective of the position is to manage interfaces with customers for order to cash processes. It ensures orders from customers are received, processed and delivered in an efficient and effective manner. A superior customer experience enhances BASF image and customer retention.

The incumbent may be required to interact and solve problems with various internal business importing countries globally and external logistic services in order to successfully execute the orders for customers.

Main Tasks

• Perform Sales and Delivery Order Management tasks including sales order creation, processing changes and returns, following-up on blocked orders, Letter of Credit handling, shipping and delivery tracking including following-up on shipping documents and despatch to customers if required, coordinate with Logistics and / or 3rd party Logistics service providers on delivery arrangements to customers and communication with customers on all order management related matters.
• Contribute to development of customer relationships through proactive customer communication related to order management e.g.
  product availability, order status and delivery tracking
• Support Credit Management on billing and Accounts Receivable management such as monthly closing and billing correction, handling invoice discrepancies, monitoring customer payment schedule and following-up on overdue payment with customers or Salespersons, processing credit/debit notes and rebates, etc.
• Raise request for new article creation and/or article extension in SAP, raise request for maintenance of ship-to-party and bank code in SAP customer master data.
• 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 the business units.
• Support implementation of working / business rules related to customer order management process.
• Provide order status report and monitor customers’ order placement against sales forecast and communicate with Salespersons if orders are not within forecasts.
• Capture market intelligence from daily interaction with customers and share with the business as appropriate
• Contribute to further development of customer service and order management within the business and fostering a culture of customer focus and positive teamwork in the team.
• Support SAP User Acceptance Testing / Training and ongoing continuous improvement initiatives where necessary.
• Support and embrace Digitalisation initiatives.
• Support back up duties

Requirements

• GCE ‘O’ or ‘A’ level or Polytechnic Diploma within Marketing or Supply Chain Management
• Minimum 5 years in customer service and supply chain experience
• Able to handle multiple stakeholders within the value chain
• Well versed with SAP OTC processes
• Good knowledge of the business processes
• Good knowledge of Custom formalities and International Trade
• Able to demonstrate Customer Focus