Manager, Order to Cash & Logistics, ASEAN & ANZ












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BASF has been operating in Malaysia for more than 30 years, through a number of wholly-owned companies and joint ventures in the country. BASF (Malaysia) Sdn Bhd was incorporated in 1989, and operates main office in Bandar Utama and a manufacturing plant in Pasir Gudang in Johor, as well as an operational site in Kulim, Kedah. BASF Asia-Pacific Service Centre Sdn Bhd began its operation in 2005. Located in Kuala Lumpur, the Shared Services Center provides functional services in the areas of finance, controlling, information services, human resources, environment, health & safety, procurement and import-export order management to BASF Group companies in 19 markets across Asia Pacific. BASF Services (Malaysia) Sdn Bhd, established in 1997, provides infrastructure and utilities support services to BASF sites in Malaysia. BASF holds 60% of its joint venture BASF PETRONAS Chemicals Sdn Bhd, which operates a state-of-the-art Verbund production site in the Gebeng Industrial Zone, Pahang, and 50% of Toray BASF PBT Resin Sdn Bhd. BASF posted sales to customers in Malaysia of approximately €390 million in 2021 and had 2,295 employees as of the end of the year. Further information is available on


Objectives of the Position

Reporting to the Supply Chain Senior Manager - Dispersions, ASEAN and ANZ, you will

  • Have full ownership for end-to-end Order to Cash process from receiving orders to delivery of product to domestic & overseas customers
  • Provide direction and leadership to the customer service team in all aspects of our business, including systems, procedural and situational awareness
  • Raise customer service levels by improving delivery capability and reliability
  • Establish best practices across ASEAN & ANZ, aligning with country and platform Supply Chain, Customer Service, Transport Management, Import Export teams  
  • Increase customer intimacy & provide excellent business partnership to internal clients and external customers
  • Identify opportunities for automation that will create efficiencies
  • Set and track meaningful targets for Customer Service
  • Work closely with country logistics teams to optimize service level versus cost to serve


Job Responsibilities

  • Lead the Customer Service teams in ASEAN & ANZ who undertake the Order Processing to Delivery management of Commercial and Sample orders
  • Establish best practices to improve service quality, productivity & profitability across ASEAN & ANZ, aligning with BU and country/platform Supply Chain, Customer Service, Transport Management, Import Export teams 
  • Manage key interfaces between Customer Service and Supply Planners, Transport Planners, Import/ Export, Customs/ Trade team and Shared service centre.
  • Define and communicate customer service standards, business rules and Service level agreements with interacting functions. Oversee the achievement and maintenance of agreed customer service levels and standards.
  • Negotiate business priorities & mediate internally across several channels of leadership; eg. Production, Export team, Sales Team
  • Work closely with country logistics teams to optimize service level versus cost to serve, particularly in Inbound & Outbound containers demurrage & detention and Warehousing cost
  • Increase the level of customer intimacy and ownership, and share insights with the commercial and supply chain team
  • Handle complex and escalated customer service issues
  • Set meaningful customer service goals for team members and help them reach those goals
  • Ensure the necessary resources and tools are available for quality customer service delivery, including development, training, and documentation of processes and work instructions
  • Support and drive usage of digitized and automated tools to improve OTC and logistics process efficiency
  • Analyze relevant data to determine customer service outputs, accuracy of reporting & master data
  • Undertake root cause analysis & improvement measures for service level gaps
  • Proactively track & manage customer complaints (non-conformances) until resolution
  • Drive business readiness in regional/subregional Order to Cash projects, coordinate with regions/sub-regions/countries for implementation and change management.
  • Keep oneself updated on latest processes & technology, and coordinate knowledge transfer & best practices sharing amongst customer service officers and cross-functional stakeholders



  • Bachelor's degree in Business Administration, Customer Service, Supply Chain Management, Logistics or equivalent experience
  • Minimum 8 years experience in Supply Chain operations, Order Management, Purchase to Pay or Operations, preferably in the Chemicals industry
  • Familiar with ERP system/SAP modules
  • Experience in multi-country/regional roles and import & export environment preferred
  • Some experience in project management principles and continuous improvement initiatives
  • Highly entrepreneurial with a strong service mindset
  • Excellent organizational and communications skills
  • Proficiency in verbal and written English

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Working at BASF: We connect to create chemistry

We are proud of strong history of innovation, which has helped make us who we are today – the world's leading chemical company. Every day, our global team of over 117,000  individuals work together to turn visions for sustainable solutions into reality by connecting with one another and sharing our knowledge.

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Petaling Jaya, 10, MY

BASF (Malaysia) Sdn. Bhd.
Logistics & Supply Chain Management