Customer Service Executive

Objectives of the Position

• To manage the supply chain processes associated with "Order to Cash" (O2C) cycle in order to achieve customer satisfaction, and to comply with BASF Group rules & regulations, and the accounting standards. To perform the Customer Service activities in order to ensure deliveries and invoicing to customers.

Main Areas of Responsibilities and Key Activities

• Perform Sales and Delivery Order Management tasks.
• Contribute to development of customer relationships through proactive customer communication related to order management e.g. product availability, order status and delivery tracking
• Support Credit Management, Billing and Accounts Receivable Follow-up
• Manage Master Data maintenance process to ensure effective order management
• Handle customer complaints via Non-conformance Management (NCM) system Actively communicate status, investigation results, corrective actions to customer and ensure on time closure for non-product quality related complaints. Capture customer expectations / requirement and feedback to BU / Functions
• Provide order status report and monitor customers' order placement against sales forecast
• Capture market intelligence from daily interaction with customers and share with the business as appropriate

Job Skills

• Good communication skills
• Well versed with SAP Order To Cash (OTC) processes
• Good understanding of the products/services of relevant business segments
• Good knowledge of the business processes
• Service excellence competencies
• Ability to collaborate within and outside the team for servicing the customers.

Education

• Graduate in any stream, MBA / PGDM preferred
• Certification on Supply Chain like APICS etc. will be an added advantage.

Working Experience

• More than 5 years' experience in customer service / supply chain / sales / controlling.

Technical & Professional Knowledge

• SAP, MS Office advance level.