Officer/Senior Officer, Customer Service, Intermediates Asia Pacific

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         

This role is responsible for day-to-day order management and provides a consistently high level of service in line with business strategies for operational excellence and customer satisfaction, objectives including:

• Manage Order to Cash at direct the related business unit(s) of Customer Service properly.
• Provide solutions to business operations and customer service group proactively by analyzing / reviewing related Order to Cash operations and increase continuous efficiency and improvement.
• Drive actions that directly contribute to achieving sales, profit, and growth targets by offering services that meet customer needs with support from supervisors / team members

Responsibilties

• Key Performance Indicators – Response for the managing of core KPIs, including steering actions for improving performance within related business unit(s), i.e. Delivery Reliability, Days of Sales Outstanding, # of SOLI / FTE
• Customer relationship management – manage customer relationships in accordance with related business unit(s), and sales strategies, e.g. perspectives, sales excellence, value-based management, key account management, and business rules.
• Order to Cash and Non-conformance management –
  1. Provide order management-related expertise and information to business, functional counterparts and related business unit(s) customer services community for continuous process improvement, system harmonization and solution coordinator for process problem solving.
  2. Offer guidance to CSO team in capturing customer expectations / requirement in NCM process within own responsible business area. Analyze the root causes, propose corrective measures and ensure on-time closure of the end-to-end process in coordination with BUs and Functions for non-product quality complaints
• Continuous Improvement – Propose solutions in order to enhance customer satisfaction as well as to enhance efficiency as solution provider within related own OTC area.
• Logistics Service Providers – Provides operational support of LSP operations in terms of on time delivery and shipment.  Responsible to ensure appropriate services, such as compliance, on time delivery to meet business requirements, manage business rules in line with budget.
• Process Improvement – Identify and implement of improvements with supervision from supervisor(s)  in own business process areas and share best practices among customer service community to contribute to strengthen related OTC areas of customer service group.
• Projects –Participate implementation and timeline of customer service related projects within own related business unit
• Integration – Manage related customer service activities, including best practice sharing, process set up and system migration.  Periodic review of process to identify improvement opportunities.

Requirements

Education

• Bachelor’s degree in business administration, Economics, Supply Chain Management, Engineering or equivalent experience
• Knowledge of Power BI, Power Automation will be an advantage.
• Ability to speak mandarin will be an advantage (not a must)

Working experience

• Minimum of 3 years of experience in Business Management, Supply Chain Management, Internation Trades, Logistics Operation; Prior leadership experience is preferred
• Familiar with SAP SD, MM & TM modules
• Candidates with less experience may also be considered for this role at a lower job grade, depending on qualifications and potential.

Technical & Professional Knowledge

• Good knowledge of international trade and shipping operation.
• Thorough knowledge of sales process and OTC process.
• Financial & Accounting knowledge will be an advantage.
• Good understanding of the products / services offers in a responsible area.
• Good understanding on purpose / objectives on operational handling topics.
• Good communication skills and strong collaborative spirit

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