Customer Care Account Specialist-1803897 We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, age, citizenship, color, religion, sex, marital status, national origin, disability status, gender identity or expression, protected veteran status, or any other characteristic protected by law.
At BASF, we create chemistry through the power of connected minds. By balancing economic success with environmental protection and social responsibility, we are building a more sustainable future through chemistry. As the world's leading chemical company, we help our customers in nearly every industry meet the current and future needs of society through science and innovation.
We provide a challenging and rewarding work environment and are always working to form the best team—especially from within, through an emphasis on lifelong learning and development.
And we are constantly striving to become an even better place to work. BASF has been recognized by Forbes Magazine as one of America's Best Employers in 2017. Come join us on our journey to create solutions for a sustainable future!
Where the Chemistry Happens...
We are seeking a professional like you to understand and follow defined Customer Care processes and procedures and serve as the BASF Colors & Effects primary point of contact for customers. We will rely on you to communicate with confidence and react quickly to customer issues and questions, whether service-,product-, or delivery-related, we expect Customer Care Team members to be a problem-solving and solution "champions", delivering winning results to customers.
Formula for Success
Leveraging your educational background and professional experience in a customer service/supply chain role, you will effectively manage complex projects and timelines for Customer Care including, but not limited to, organizing clear key deliverables, establishing and meeting deadlines, action item management and resolution, information-sharing with stakeholders, decision-making, collaboration, and final presentation.
Your knowledge and understanding of supply chain processes and materials planning will be essential as you manage order to cash process activities such as expediting, basic returns, back order monitoring, sample and zero-dollar orders, consignment order process, invoicing, and removing obstacles that may impact customer requirements and BASF Colors & Effects ability to satisfy them.
Your strong ability to interact with the customer in a helpful and friendly manner and to understand customer needs will be a valued asset as you develop and maintain customer relationships for high-profile accounts for North American customer base, including Canada.
Your experience with Non-Conformance Management (NCM) measures will be a plus as you execute the process, including investigation, reporting, and responding back to the customer in a timely fashion. Ensure on time closure.
Monitor pricing on sales orders to ensure accurate invoicing to the customer, follow up Credit Management, Billing and Accounts Receivables. Maintain prices in Price Margin Manager if required and contribute to proper price documentation. for non-product quality related complaints.
Coordinate and process all export/import activities and documents, liaise with all involved 3rd parties (service providers, supplier, bank, etc..). Include verification of documents content consistency and send complete set of documents to customers.
Your commitment to customer service will be critical as you provide consistent quality service and act as a liaison for customers and external service providers.
Contribute and undertake daily trouble shootings and problem solving. Participate in cross functional continuous improvement projects with Supply Chain, Product Management, Global Customer Care, Sales, etc. to drive growth and improve customer experience.
Engaging across the business, you will participate in the interviewing process, coordination of orientation and training for new hires, and serve as a secondary trainer for new hires and mentoring of peers.
Qualifications - BASF recognizes institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent
Bachelor's degree with 2 years customer service/supply chain experience OR high school degree with 10 years customer service/supply chain experience
Computer proficiency with the Microsoft Office suite of products (Excel/Word) and web-based applications
Demonstrated ability to handle multiple PC applications
Ability to interact with the customer in a helpful and friendly manner and to understand customer needs
Ability to work well in a team environment
Ability to set priorities and manage time in a dynamic work environment
Excellent oral and written communication skills
Strong problem-solving skills
Degree in supply chain management or logistics. Knowledge and understanding of supply chain process, materials planning
Knowledge and/or skills in SAP.
Developed business acumen
Knowledge of Non-Conformance Management (NCM) process.
Solid understanding of consignment, VMI and customer portals, and eCommerce
APICS certification or working towards APICS certification
Ability to read, write and speak a foreign language is desirable
BASF recognizes Institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent.
Primary Location: US-MI-Southfield
Function: LOSC - Logistics, Supply Chain & Customer Service
At BASF, we create chemistry – and have been doing so for 150 years. Our portfolio ranges from chemicals, plastics, performance products and crop protection products to oil and gas. As the world’s leading chemical company, we combine economic success with environmental protection and social responsibility. Through science and innovation, we enable our customers in nearly every industry to meet the current and future needs of society. Our products and solutions contribute to conserving resources, ensuring nutrition and improving quality of life. We have summed up this contribution in our corporate purpose: We create chemistry for a sustainable future.