Assistant Manager Customer Service

Objectives of the Position

• 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 person will be required to interact and solve problems with various BU / FU within BASF 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 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 dispatch 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 Sales persons, 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 BU / Functions
• Support implementation of business rules related to customer order management process.
• Provide order status report and monitor customers’ order placement against sales forecast and communicate with Sales persons 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 care organization in Asia Pacific, fostering a culture of customer focus in the team

Job Requirements

Education: Any bachelor’s degree. Masters/MBA in supply chain will be preferred. APICS certificate will be added advantage

Working Experience: 5-7 years customer service, business, supply chain experience

Skills:

• Well versed with SAP OTC processes
• Good understanding of the products/services of relevant business segments
• Good knowledge of the business processes
• Service Excellence competencies