Officer, Customer Service, Care Chemicals -… at BASF · Imperio…

Objectives of the Position

• Ensure accurate, timely, and compliant execution of end‑to‑end Order‑to‑Cash (OTC) processes.
• Act as major interface for customer accounts, supporting business continuity, issue resolution, and long‑term customer relationships
• Deliver professional and consistent customer service to assigned customers and accounts.
• Support Customer Service Supervisors and cross‑functional partners to ensure stable operations and customer satisfaction.
• Contribute to process discipline, service quality, and continuous improvement in daily operations

Job Requirements:

Order‑to‑Cash (OTC) Operations

• Create, maintain, and process sales orders in SAP, including order creation, changes, and completion.
• Monitor order status, delivery progress, and invoice status; follow up with planners, logistics, and supply units to ensure on‑time fulfillment and commit to KPIs requirements
• Proactively communicate delivery updates, order changes, and exceptions to customers and internal stakeholders.
• Handle returns, credit notes, debit notes, and other exceptional order scenarios according to procedures.

Customer Interaction & Service Management

• Act as the primary contact for customer enquiries, requests, and service‑related issues.
• Ensure professional, timely, and solution‑oriented communication with customers.
• Support long‑term customer relationships through reliable service execution and customer focus.
• Coordinate closely with Sales to align on customer priorities and service expectations.

Documentation & Compliance

• Manage order-related and shipping documentation in a timely and accurate manner.
• Ensure compliance with internal policies, trade regulations, and customer requirements.
• Maintain accurate master data and transactional data in SAP systems.

Complaint & Issue Handling

• Register and manage customer complaints in the NCM system.
• Coordinate with internal stakeholders (Quality, Logistics, Sales, Finance) to resolve issues effectively.
• Support investigation, corrective actions, and follow‑up communication with customers.

Process Support & Continuous Improvement

• Support assigned OTC or customer service processes as a process contributor or key user.
• Follow defined SOPs and working instructions; highlight deviations and improvement opportunities.
• Participate in service improvement initiatives and knowledge sharing within the team.

Support adhoc projects as required

Job requirements:

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, or equivalent experience.
• Minimum 2 years of experience in Customer Service, Supply Chain, Logistics, or related operational roles.
• Hands on experience with OTC processes in a B2B environment.
• Solid SAP system knowledge and good PC skills for daily operations.
• Familiarity with foreign trade practices and customer service procedures.
• Strong sense of responsibility, customer orientation, and attention to detail.
• Ability to manage routine operations independently and escalate issues appropriately.
• Good team player with good communication skills

About BASF

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 www.basf.com/my