Manager, Customer Service Lead (Rest of Asia),… at BASF · Miri

We are a leading chemical company, with the best teams developing intelligent solutions for our customers, and for a sustainable future.

We connect and develop people with diverse talents all over the world. For you, this means a variety of ways to progress.

Not only your performance but also your personality matter to us, regardless of gender, age, ethnicity, orientation, and background. At BASF, careers develop from opportunities .

O bjectives of the Position

This role leads Country Supply Chain Management team to provide a consistently high level of service in line with business strategies for operational excellence and customer satisfaction, objectives including:

• Development of customer service excellence strategy and implementation roadmaps for CI ROA countries
• Implementation of customer service performance steering system to enhance professionalism of customer service team
• Serve as a strategic advisor to local business teams in defining go-to-market approach (business models) in line with country business strategies
• Streamline collaboration among all functions incl. GB / GP / external service providers (if applicable) locally for cost and service improvement
• Build and maintain a performance-driven team culture and productive customer service experts

Responsibilities

Customer service excellence strategy:

• Develop customer service excellence strategy and implementation roadmaps locally, leveraging synergy and best practices across countries
• Develop and implement the differentiated go-to-market approach (business models) in line with local business strategies
• Incorporate evolving digital / AI technologies into mid-long term customer service resources planning to ensure competitiveness in cost and speed

Customer service performance steering system:

• Set operational plans and goals for team members, while ensuring alignment with broader business directions
• Apply knowledge of current trends and best practice to improve processes in customer service area and beyond
• Leads improvement initiatives and drives performance improvement agendas effectively locally, holding him/her self and the team accountable for delivery
• Proactively consult and capture the needs and concerns of key customers and stakeholders
• Evaluate relevant operational, commercial and / or financial metrics/KPIs in “Cash” and “Speed” to set right priorities and improvement areas
• Support Head of Customer Service team to effectively manage Service Level Agreement with GB & service providers and streamline collaboration with all related functions.
• Act as supply chain contact for problem solving and resolution design

People management:

• Build and maintain a performance-driven team culture and productive customer service team
• Be a positive lead in the team, sharing knowledge and constructive input, and offering appropriate professional expertise to colleagues

Steer and support digitalization transformation of customer service team

Requirements

Education

• Bachelor's degree in Business Administration, Economics, Supply Chain Management, Engineering or equivalent experience
• Master of Business Administration, APICS or Lean Six Sigma certification will be an advantage.

Working Experience

• Minimum of 5 years of experience in Business Management, Supply Chain Management, Internation Trades, Logistics Operation; Prior leadership experience is preferred
• Familiar with SAP SD, MM & TM modules
• Experience in leading a team through sizeable change management project and/or supply chain team transformation is preferred
• Candidates with less experience may also be considered for this role at a lower job grade, depending on qualifications and potential.

Technical & Professional Knowledge

• Critical and strategic thinking, solid business acumen, and strong leadership in multinational environment
• In-depth expertise in at least one of the following E2E supply chain processes: Demand & Supply Planning, Order-to-Cash, Transport Management, Inventory Management, and Digitalization in SC Operation
• Knowledge about at least two of the following technologies: MS Power BI, Robotic Process Automation scripting, Process Mining, and Artificial Intelligence (AI) and how these technologies improve Supply Chain operations
• Highly analytical, self-motivated, and entrepreneurial with excellent organizational and communication skills.
• Very good verbal and written English.

About BASF in Malaysia

BASF has been present in Malaysia since 1989, and operates a manufacturing plant in Pasir Gudang, Johor. BASF’s Regional Service Hub in Kuala Lumpur provides functional support services to BASF companies in 20 markets across Asia Pacific. BASF also provides infrastructure and utilities support services to its joint ventures BASF PETRONAS Chemicals and Toray BASF Resins at an integrated Verbund site situated in the Gebeng Industrial Zone, Pahang. BASF posted sales to customers in Malaysia of approximately €340 million in 2024 and had 2,579 employees as of the end of the year. Further information is available on https://www.basf.com/my