Customer Service Manager
Posted Updated
RESPONSIBILITIES
- Disciplinary and operational leadership of a team of customer service employees responsible for the Order-to-Cash process
- Coaching, developing and supporting the team to ensure capabilities and service deliverables fit with customer requirements
- Evaluating overall performance by analyzing data and statistics (monthly reports and KPI’s) to ensure continuous improvement of service quality, staff efficiency and effectiveness
- Accountability for the quality of the service provided in accordance with BASF’s internal standards and rules
- Driving customer focus and continuously improving customer satisfaction
- Consistent implementing of service standardization and process/service automation, as well as initiating and executing n of defined measures to increase efficiency, ensuring a continuous improvement process, including best practices along the supply chain processes
- Collaborating and exchange with internal interface partners and other business units
- Ensuring the onboarding of new employees; regular professional exchange with the team; continuous development of employees to improve quality and support new team structures.
- Driving innovation – drive local activities with focus on business process excellence, efficiency and digitalization
- Ensuring EHS standards for employees within the team
QUALIFICATIONS
- Degree in Business Administration or a comparable qualification
- At least 3 years of experience in a comparable leadership position, or substantial professional experience in customer service
- A strong service orientation and enthusiasm for identifying the best solutions for our customers
- In-depth knowledge in customer service and/or export logistics, as well as a strong understanding of Order-to-Cash processes
- Proficient in common MS Office applications and SAP/R3-Cobalt
- Experienced in Change management/Transformation skills/Drive Innovation
- Effective communication
- Collaboration for achievements
- Advanced in English (leading discussions, conducting negotiations)
|
|
BENEFITS
- We offer a wide benefits package: life insurance, co-financing of MultiSport card, remote work allowance, training & development programs, Company Social Benefits Fund
- With non-standard items: VIP medical care, lunch card, commuting allowance, EAP Employee Assistance Program, workation
- You can count on: gaining experience in a leading chemical company in the world, Work Life Balance, using remote work in a 3+2 hybrid model, and workation up to 3 weeks per year
- At work, our values are important to us: innovation, openness, flexibility and attractiveness
ABOUT US
At BASF, the chemistry is right. Because we are counting on innovative solutions, on sustainable actions, and on connected thinking. And on you. Become a part of our formula for success and develop the future with us – in a global team that embraces diversity and equal opportunities irrespective of gender, age, origin, sexual orientation, disability or belief.