Objectives of the Position          

• Ensure accurate, timely, and compliant execution of end to end Order to Cash (OTC) processes with efficient and demonstrate high level of reliability.
• Demonstrate supervision skills to support the Customer Service team, ensuring service quality, compliance, and continuous capability development for the responsible countries.
• Act as a key interface for key customer accounts, supporting business continuity, issue resolution, and long term customer relationships.
• Support GBU in achieving KPIs and business targets through strong operational execution, process expertise, and data transparency.

Job Requirements:

Customer Service Operations & OTC Operation

• Manage order management activities, including order creation, changes, delivery coordination, invoicing and follow‑up, and exception handling.
• Monitor order status, supply availability, and delivery progress and performance; proactively communicate changes to customers as required and internal stakeholders.
• Ensure accurate and timely documentation handling (e.g. shipping documents, etc).
• Manage returns, credit / debit notes, and customer complaints via NCM system, ensuring timely resolution and feedback loop closure.

Supervisory & Team Support Responsibilities

• Provide day‑to‑day supervision, coaching, and guidance to Customer Service team members.
• Support workload allocation, priority setting, and escalation handling.
• Act as a role model for service mindset, compliance, and customer focus.
• Support team capability building, knowledge sharing, and onboarding of new team members.

Key Account Handling

• Serve as primary or senior service contact for assigned key customer accounts.
• Coordinate closely with Sales, Supply Chain, Finance, and Production to ensure stable service and issue resolution.
• Support customer relationship development by ensuring consistent service quality and operational excellence.
• Provide structured communication and updates to key customers during supply constraints or service disruptions.

Process Expertise & Cross‑Functional Collaboration

• Act as process expert for assigned OTC‑related processes (e.g. master data, credit management, NCM, quality coordination).
• Serve as key contact across teams for process alignment and best‑practice sharing.
• Support GBU heads and Sales with business analysis, service performance insights, and operational inputs.

Systems, Data & Continuous Improvement

• Ensure correct and efficient use of SAP systems in daily operations.
• Act as SAP Power User, supporting reporting, analysis, and user guidance within the team.
• Identify service gaps and improvement opportunities; support implementation of process optimization and standardization initiatives.
• Contribute to data accuracy, transparency, and KPI monitoring for customer service performance.

Lead and support adhoc projects as required   

Job requirements:

• Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, or equivalent experience.
• Minimum 5 years of experience in Customer Service, Supply Chain, Logistics, or related operational roles.
• Proven experience in OTC processes and customer interaction in a B2B environment.
• Prior experience in team support or supervisory role is required.
• Strong SAP knowledge; SAP Power User capability is an advantage.
• Good understanding of foreign trade practices and documentation.
• Strong customer orientation with structured problem solving skills.
• Ability to manage multiple stakeholders and handle pressure in a dynamic environment.
• Excellent team player with good communication skills

About BASF

BASF has been present in Malaysia since 1989, and operates a manufacturing plant in Pasir Gudang, Johor. BASF’s Regional Service Hub in Kuala Lumpur provides functional support services to BASF companies in 20 markets across Asia Pacific. BASF also provides infrastructure and utilities support services to its joint ventures BASF PETRONAS Chemicals and Toray BASF Resins at an integrated Verbund site situated in the Gebeng Industrial Zone, Pahang. BASF posted sales to customers in Malaysia of approximately €340 million in 2024 and had 2,579 employees as of the end of the year. Further information is available on www.basf.com/my</span></p>