Head of Customer Service EM

WELCOME TO BASF

Our employees are our most valuable asset, and we foster a culture of empathy, support, and growth. In this way, we empower our team to develop both personally and professionally. Together, we are committed to creating sustainable, digital, and innovative solutions for a better future. Nurturing skin creams, gentle shampoos, sunscreens, mild and eco-friendly detergents, and powerful cleaners for household and industrial use - all these products benefit from ingredients developed in our Care Chemicals division. In addition, we offer solutions for industrial applications, such as crop protection, technical uses in construction chemicals, raw materials for the coatings industry, and digital services for our customers. Worldwide, we collaborate with our customers on innovative solutions, increasingly based on natural and sustainably sourced raw materials. Let’s design a better future together!

RESPONSIBILITIES

• Provide disciplinary and operational leadership for a team of customer service employees responsible for the Order-to-Cash process of the respective Global Business Unit
• Define and implement sales channel strategy, service-level targets and selling-cost objectives in collaboration with Sales and Global Business Unit Management
• Own decisions on processes and enabling tools, adapting solutions to Business Unit - specific market and customer needs
• Handle internal interfaces with supply chain (planning, transport) to ensure end-to-end order fulfillment
• Recruit, onboard, coach and develop team members to maintain required capabilities and service delivery standards
• Monitor performance via monthly reports and KPIs; initiate corrective actions and continuous improvement measures to boost quality, efficiency and effectiveness
• Ensure service quality and compliance with BASF internal standards and policies
• Drive service standardization, process automation and efficiency initiatives, promoting business process excellence and best practices as well as lead local innovation and digitalization activities
• Foster collaboration and knowledge exchange with internal stakeholders and other business units
• Ensure EHS standards for employees within the team

QUALIFICATIONS

• Master’s degree in in Business Administration or a comparable qualification
• At least 5 years of professional experience in leadership position within customer service / supply chain areas
• A strong service orientation and enthusiasm for identifying the best solutions for our customers
• In-depth knowledge in customer service and supply chain, as well as a strong understanding of Order-to-Cash processes
• Proficient in common MS Office applications and SAP/R3-Cobalt
• Experience in change management/transformation skills/driving innovation/setting up business processes
• Effective communication
• Collaboration for achievements
• Project management and presentation skills
• Advanced English
• German (at least intermediate level) would be an advantage

BENEFITS

• We offer a wide benefits package: life insurance, co-financing of MultiSport card, remote work allowance, training & development programs, Company Social Benefits Fund
• With non-standard items: VIP medical care, lunch card, commuting allowance, EAP Employee Assistance Program (our total offer can be found here)
• You can count on: gaining experience in a leading chemical company in the world, Work Life Balance, using remote work in a 3+2 hybrid model, and workation up to 3 weeks per year
• At work, our values are important to us: innovation, openness, flexibility and attractiveness

ABOUT US

At BASF, the chemistry is right. Because we are counting on innovative solutions, on sustainable actions, and on connected thinking. And on you. Become a part of our formula for success and develop the future with us – in a global team that embraces diversity and equal opportunities irrespective of gender, age, origin, sexual orientation, disability or belief.