Manager - Customer Service

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.