Head of Customer Service EM

RESPONSIBILITIES

• Provide disciplinary and operational leadership for a team of customer service employees responsible for the Order-to-Cash process of the respective Global Business Unit
• Define and implement sales channel strategy, service-level targets and selling-cost objectives in collaboration with Sales and Global Business Unit Management
• Own decisions on processes and enabling tools, adapting solutions to Business Unit - specific market and customer needs
• Handle internal interfaces with supply chain (planning, transport) to ensure end-to-end order fulfillment
• Recruit, onboard, coach and develop team members to maintain required capabilities and service delivery standards
• Monitor performance via monthly reports and KPIs; initiate corrective actions and continuous improvement measures to boost quality, efficiency and effectiveness
• Ensure service quality and compliance with BASF internal standards and policies
• Drive service standardization, process automation and efficiency initiatives, promoting business process excellence and best practices as well as lead local innovation and digitalization activities
• Foster collaboration and knowledge exchange with internal stakeholders and other business units
• Ensure EHS standards for employees within the team

QUALIFICATIONS

• Master’s degree in in Business Administration or a comparable qualification
• At least 5 years of professional experience in leadership position within customer service / supply chain areas
• A strong service orientation and enthusiasm for identifying the best solutions for our customers
• In-depth knowledge in customer service and supply chain, as well as a strong understanding of Order-to-Cash processes
• Proficient in common MS Office applications and SAP/R3-Cobalt
• Experience in change management/transformation skills/driving innovation/setting up business processes
• Effective communication
• Collaboration for achievements
• Project management and presentation skills
• Advanced English
• German (at least intermediate level) would be an advantage

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 (our total offer can be found here)
• 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