Main Objectives
Be accountable for end-to-end customer service excellence for the Care Chemicals business across Asia Pacific.
Ensure reliable order fulfillment, superior and consistent customer experience, and operational resilience, while driving regional standardization, digitalization, and continuous improvement in close partnership with Sales, Supply Chain Operations and other relevant functions.
Play a critical part in protecting revenue, strengthening long term customer trust, and enabling profitable growth, by building a high performing, customer centric organization capable of operating effectively in a complex, multi-country environment.
Job Responsibilities:
Customer Experience & Service Excellence
- Own the regional customer service strategy for Care Chemicals, aligned with business priorities and customer expectations.
- Ensure consistent, high‑quality customer experience across all countries and customer segments.
- Act as senior escalation points for critical customer issues, supply constraints, and service failures.
- Translate customer feedback into actionable improvements in processes, tools, and behaviors.
Regional Leadership & Organization
- Build a high‑performing, customer‑centric culture with clear accountability and empowerment.
- Develop talents through coaching, succession planning, and capability building.
- Define and cascade clear roles, responsibilities, and performance expectations across the region.
Operational Excellence & Governance
- Ensure robust order‑to‑cash execution, including order management, delivery coordination, documentation, and invoicing.
- Safeguard compliance with customer agreements, regulatory requirements, and BASF policies.
- Establish strong service governance, including SOPs, risk controls, and audit readiness.
- Drive service reliability during supply disruptions, allocation phases, and demand volatility.
Performance Management & Cost Efficiency
- Define and monitor regional service KPIs (e.g. lead time, backlog, customer complaints, cost‑to‑serve).
- Drive root‑cause analysis and corrective actions for performance gaps.
- Identify and realize efficiency and cost optimization opportunities without compromising service quality.
- Contribute to working capital improvements through disciplined order and delivery management.
Continuous Improvement & Digitalization
- Lead continuous improvement initiatives across customer service and cross‑functional interfaces.
- Champion digitalization and automation, including AI‑enabled solutions, analytics, and self‑service concepts.
- Promote best‑practice sharing and standardization across APAC.
- Actively scan external benchmarks and market trends to future‑proof the customer service model.
Job Requirements:
- Bachelor’s degree in business, Supply Chain, Operations, or related discipline.
- Minimum 5–8 years of experience in customer service, supply chain, or commercial operations within a regional or global organization.
- Proven people-leadership experience (min. 2 years), preferably across multiple countries.
- Strong exposure to order to cash processes, customer interaction models, and supply chain interfaces.
- Experience in chemicals or related B2B industries strongly preferred.
- Strong customer orientation combined with operational rigor.
- Strategic thinker with the ability to translate strategy into execution.
- Excellent stakeholder management and influencing skills across cultures.
- High analytical capability and data driven decision making.
- Solid experience with SAP and strong command of Microsoft tools.
- Fluent in English; additional Asian languages are a plus.
About BASF in Malaysia
BASF has been present in Malaysia since 1989, and operates a manufacturing plant in Pasir Gudang, Johor. BASF’s Regional Service Hub in Kuala Lumpur provides functional support services to BASF companies in 20 markets across Asia Pacific. BASF also provides infrastructure and utilities support services to its joint ventures BASF PETRONAS Chemicals and Toray BASF Resins at an integrated Verbund site situated in the Gebeng Industrial Zone, Pahang. BASF posted sales to customers in Malaysia of approximately €340 million in 2024 and had 2,579 employees as of the end of the year. Further information is available on www.basf.com/my