Customer Service Manager

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 and German (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.