Senior Digital Customer Experience (CX) Specialist

Digital Hub Kuala Lumpur attracts, grows, and develops passionate people who will meaningfully impact the digital future of BASF. Come join us and be a part of our digitalization journey.

Objectives of the position

The Order Automation team, drive eCommerce forward contributing to the Seamless Customer Experience (SCX) with solutions and services for BASF BUs so that they can improve their efficiency and have positive impact on BASF growth.

In this role, you will support daily operation of order automation tools, working closely with business users to implement fully automated services to increase efficiency for businesses. Additionally, you will be responsible to drive development and business engagement of new technology to support order automation strategic roadmap.

Responsibilities

• Purchase order detail validation in Cor2E
• Interface with business to determine causes for order creation failures
• Conduct investigation and root cause analysis
• Develop and recommend improvement plans to prevent reoccurrence of order failures
• Promote with business on eChannel solutions to increase eShare
• Onboard customers to Digital Commerce tools (Cor2E, Elemica QuickLink email etc.)
• Map and educate customer order forms to enable the Cor2E tool to successfully process incoming purchase orders
• Collaborate closely with project team on new strategic order automation project as a key project team member
• Contribute by providing business demands to new project, perform testing, provide feedback for developers
• Responsible for business engagement on change management tasks for new project

Requirements

• Degree in Computer Science, informatics, business informatics or in a comparable field
• Minimum 3-5 years of experience in Customer Experience (CX) related roles
• Excellent problem-solving and analytical skills
• Experience working within the Digital Commerce processes
• Basic utilization of SAP Cobalt incl. Order-To-Cash processes
• Order management and customer interaction experiences
• Familiarity with order processing and good excel skills
• Machine leaning / artificial intelligence experience

As one of the world’s largest chemical companies, BASF is on a mission to create chemistry with a sustainable future. The Digital Hub Kuala Lumpur, alongside four other Digital Hubs across the globe, are part of the Global Digital Services team, which is the technology powerhouse driving our vision. As an integrated hub focused on digital growth and innovative business solutions, you will find many opportunities to create an impact here. 

Whether you want to streamline processes with robotics automation, deep-dive into emerging technologies, or help tell the story of BASF – we have you covered. By investing in best-in-class tools and encouraging cross-functional collaboration, we empower our people to be curious and pursue any area of the business that interests them. The bottom line? We want you to bring your differences and spark positive evolutions in BASF.

Further Information at https://go.basf.net/careers_digitalhubkl