Manage the end-to-end ‘order to delivery’ lifecycle
Ensure accurate and timely processing of orders
Collaborate with Supply Chain Management, Logistics, Delivery Management, and other stakeholders to achieve high delivery reliability
Play a critical role in maintaining customer satisfaction
Emphasize digital enablement and operational efficiency
Act as intervention manager throughout the order-to-delivery process to anticipate and resolve potential issues independently
Ensure customer Non-Conformances are recorded correctly in the system
Promote self-service for NC recordings, e.g. via myBASFWorld
Proactively communicate any deviations in availability or delivery timelines by leveraging the use of self-service tools
Support on training and troubleshooting digital self-service platforms to enable customers and the sales team
Contribute to continuous improvement initiatives in customer service operations
Accurately document and maintain customer information and order processes
Track and report on Key Performance Indicators (KPIs) related to customer experience metrics

Requirements

Hold a Bachelor’s degree in Supply Chain Management, Business Administration, Industrial Engineering, or a related field, plus, 3-5 years of experience in Customer Service or related Supply Chain roles OR High school diploma or GED, plus, 8+ years of experience in Customer Service or related Supply Chain roles
Advanced degree (MBA or MS in Supply Chain) will be a plus
Experience working in a matrixed, global organization
Familiarity with centralized planning models and regional execution strategies
Proficient in SAP and possess strong Excel skills
Understanding of the order-to-delivery process in a global setup with multiple supply points
Experience with data visualization tools (e.g., Power BI, Tableau) and knowledge of imports-exports, customs, and foreign trade operations is preferred
Strong analytical and problem-solving skills, communicate clearly, manage stakeholders effectively, and stay calm in conflict situations
Able to work independently and across teams, adapt to changing business needs, and help plan and lead transformation initiatives
Possess language skills in Spanish will be a plus.

Benefits

Flexible work arrangements whenever possible
Highly competitive retirement savings plan with company match and investment options
Well-being programs that include comprehensive mental health support for you and your household family members
Family forming benefits (fertility, adoption and surrogacy reimbursement, maternity/parental leave, and more)
Back-up child and elder care with discount programs for families of all ages and stages
Mentoring and career development opportunities that allow you to share, learn, and thrive
Matching gifts program that allows you to deepen the impact of your contributions to qualified charities
Employee crisis support for when the unexpected happens
Access to our BASF wine cellar, employee discounts, and much more!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

order to delivery lifecycle managementcustomer servicesupply chain managementdata visualizationSAPExcelimports-exportscustomsforeign trade operationsanalytical skills

Soft Skills

problem-solvingcommunicationstakeholder managementindependenceadaptabilityconflict resolutioncollaborationcustomer satisfaction focuscontinuous improvementtraining and troubleshooting

Certifications

Bachelor’s degree in Supply Chain ManagementBachelor’s degree in Business AdministrationBachelor’s degree in Industrial EngineeringMBAMS in Supply Chain