Manager - Customer Service

OBJECTIVES OF THE POSITION

- Lead and provide coaching to the team of Customer Service Officers to achieve service and process excellence in an effective and efficient manner while complying with internal and external policies, guidelines, and regulations.

- Handle key account customers.



MAIN AREAS OF RESPONSIBILITIES AND KEY ACTIVITIES

Team Management

- Provide on-the-job mentoring and coaching to team members in matters related to OTC process efficiency and foster customer focus culture.

- Manage employee performance and development process by conducting target agreement, performance review and development planning & execution.

- Participate into the recruitment and talent management to retain and develop potential employees.

- Ensure CSO team effectiveness by fostering cross-BU knowledge sharing and creating a reliable back-up system.



Operational Excellence

- Provide order management-related expertise and information to business, functional counterparts and customer services community for continuous process improvement, system harmonization and process problem solving.

- Interface with ATPC in order management as the role of front end to ensure customer order is fulfilled.

- Perform Sales and Delivery Order Management tasks to handle customer order /request. (Front end)

- Monitor Order-management's performance using dedicated KPIs and reporting.

- Offer guidance to CSO team in capturing customer's expectation / requirement in NCM process. Analyze the root causes, propose corrective measures and ensure on-time closure of the end-to-end process in coordination with BUs and Functions for non -product quality complaints.



Business Partnering

- Interact with business management, APTC and sales to gain knowledge of business development and customers' needs. Coordinate customer visits for CSOs in alignment with business regularly.



Compliance

- Timely update company policies, business rules & authorization matrix; Enhance awareness and monitor the implementation of BASF policies.

- Ensure the company's policies, procedures and practices meet the relevant BASF or local requirements by liaising closely with relevant BASF personnel, relevant local authorities and other advisors or consultants.

- Ensure timely submission of quality reports/data to internal and external authorities.

- EHS: Maintain a safe and healthy working environment by following the company's EHS policy and requirements and report any unsafe conditions and behaviors, including near miss and incident, to immediate superior.



Projects

- Effectively lead projects and ensure project deliverables and communicate effectively to all relevant parties; develop working relationship with regional teams and stakeholders to ensure that project rollouts are adopted/implemented and maintained appropriately.