We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, age, citizenship, color, religion, sex, marital status, national origin, disability status, gender identity or expression, protected veteran status, or any other characteristic protected by law.

Description

At BASF, we create chemistry through the power of connected minds. By balancing economic success with environmental protection and social responsibility, we are building a more sustainable future through chemistry. As the world’s leading chemical company, we help our customers in nearly every industry meet the current and future needs of society through science and innovation. We provide a challenging and rewarding work environment with a strong emphasis on process safety, as well as the safety of our employees and the communities we operate in and are always working to form the best team—especially from within, through an emphasis on lifelong learning and development. And we are constantly striving to become an even better place to work. BASF has been recognized by Forbes Magazine as one of America’s Best Large Employers in 2021. Come join us on our journey to create solutions for a sustainable future!

Where the Chemistry Happens......

Customer Support Specialist ID: 2203425

The N-EDN Customer Support team was recently restructured integrating within the business unit. Aligning each market segment with dedicated resources has been the focus. These roles act as the face of BASF to our external customers managing and coordinating the order to cash process, evaluating when to escalate and/or include other stakeholders, dealing with conflict resolution, and provide an overall positive customer experience. The Customer Support Specialist will encounter challenges including product allocations, imported products, raw material shortages, and plant outages. The individual must use their decision-making skills to know how to respond to a variety of scenarios in the best interest of BASF and the customer.

Customer Support is an essential business function that operates in a fast-paced environment requiring quick business critical decisions while interacting with several different functions such as sales, supply chain, credit, and product management. These decisions significantly influence the customer experience resulting in an impact for BASF (e.g., preventing business loss and/or growing with a customer). In doing so, the role requires decision-making responsibility with a high degree of autonomy by taking full responsibility for the customer order management process and escalating as needed.

As an active stakeholder within the account management team, this position collaborates with internal stakeholders including product management, supply chain, transportation, credit, pricing, sales, and marketing. This role directly interfaces with external customers to provide up to date information on the status of their orders, such as entering, tracking, and managing their respective accounts.

Manage the order to cash process with majority being of high complexity taking full responsibility for the customer order management process and escalating as needed contributing towards a positive customer relationship. Manage, analyze, act, and communicate with stakeholders on customer support related reports providing proactive and consistent customer order communication. Prioritize and manage multiple activities using decision-making skills. Backup team members and across teams as necessary and develop a self-sustaining business continuity plan. Confirm pricing and utilize price discrepancies as needed. Capture failures and customer complaints via NCM process; collaborate with the stakeholders and implement corrective actions identified. Identify and escalate customer issues and risks; help lead effort to identify sustainable solutions. Mentor and train new hires. Manage Business Continuity Workbooks. Manage SAP data, text, and outputs. Obtain and document necessary approvals. Utilize proper reason codes (A/R, LO1634, Cr/Dr, etc.). Analyze Supply Chain Key Performance Indicators and drive improvement based on results. Partners with commercial teams to have an in depth understanding of the customer and the customer's markets by actively engaging in discussion with segment partners. Gather and interpret market intelligence from a customer. Engage with the market segment partners to proactively share the interpreted information. Initiate, lead, and successfully implement continuous improvement projects; communicate improvements across the broader organization. Represent BASF as a primary point of contact for N-EDN and G-EDJ customers. Responsible for the order-to-cash process, Main point of contact between external customers and internal BASF functions. Develop Supply Chain acumen and knowledge of BASF internal processes to improve ability to service customer and optimize role. Identify and solve issues, and enact process improvement across Customer Support and Supply Chain organizations

Qualifications - BASF recognizes institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent

Formula for Success

Knowledge and Experience

Education

Bachelor’s Degree (preferred) and/or 5 years’ experience in Customer Support / Supply Chain function. Collaborate and interface with business partners and functional teams where the ability to gain cooperation is critical. Engage across the organization to proactively identify and prioritize opportunities, develop sustainable solutions, execute account plans, and champion continuous improvement and overall performance. Facilitate the resolution of order exceptions and issues impacting the customer’s order, by utilizing or establishing reporting processes to identify and communicate solutions in a timely and professional manner to all stakeholders.

Knowledge/Skills

Strong in Microsoft Office Proficient in SAP or other relevant Enterprise Resource Planning (ERP). Robust analytical and problem-solving abilities to navigate complex order-to-cash processes and manage competing priorities. Strong written and verbal communication skills, with emphasis on relationship building.

Create Your Own Chemistry: What We Offer You

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, genetic information, or any other characteristic protected by law.

BASF recognizes institutions of higher education accredited by the Council for Higher Education Accreditation or equivalent.

Create Your Own Chemistry: What We Offer You…

Adding value to our customers begins with adding value to you. You@BASF is the suite of benefits, perks, programs, and unique opportunities we offer to support you—the whole you—in all stages of your life and career. With you@BASF, you create your own chemistry.

The total rewards that you receive as a BASF employee go way beyond a paycheck. From competitive health and insurance plans to robust retirement benefits that include company-matching contributions, to making sure you never stop learning, we believe investing in you is investing in our success. Working for a large, global organization, you’ll have a chance to grow professionally and personally, expand your network and build a rewarding and dynamic career.

BASF provides interesting and challenging learning and development opportunities to help you make the most of your talents and your job.