CSO Lead

Objectives of the Position

• Responsible to drive the O2C process effectively for ECO business. As an expert guide CS community for Continuous improvements, system harmonization and Solution provider for process related problems.

• Guide team members to manage efficiently and effectively matters related to O2C processes

• Foster customer focus culture based on guidance from BU SCM Head and Other EC leadership team members.

• Manage the teams IDP’s process, setting up TA, Performance Reviews.

• Review Job grades and Resource utilization at regular intervals, plan with BU SCM Head to optimize team resources aligned with BU needs.

• Develop individual training program based on current and future development needs

• Interact with business management and sales teams to gain knowledge of business and customer needs. Organize customer visits for self and CSO’s in alignment with business and customer needs.

• Engage in Projects related to Digitization, Customer Care, Supply Chain Management (Regional / Local level)

Main Areas of Responsibilities and Key Activities (Functional KPI Scope): 

1.Value creation for EC division (DR,OIV,forecast accuracy Others) based on aligned targets

2. Enhance customer and market proximity to support top line growth and provide superior service to customers

3. Guide and train CSO’s to capture market intelligence and feedback information to the business to leverage potential Internal business opportunities

(Sales Growth Scope):

1. Managing the entire Order to Cash Process

2. On boarding of new customers and timely product sample sharing

3. Collaborate through active participation in BU S&OPs and Sales Meetings

4. Collaborate with GB team on warehousing, Transportation, CRM etc for smooth operations.

(SCM Excellence scope):

1. Drive customer intimacy and transactional activities to make BASF faster, Simpler and most cost efficient

2. Drive NCM process to enhance customer satisfaction with continuous improvement measures on feedback of NPS.

3. Establish, Promote, and develop - Digitization as service differentiator, Best Practice sharing, Workload assessment tool to optimize CSO workload and enrich work content.

(People Development Scope):

1. Coach CSO’s and encourage them to demonstrate leadership behaviors

2. Create strong back up mechanism and robust succession planning

3. Motivate team for CS Awards participation and help them share and learn Best Practices

(Governance Scope)

1. Preparation of monthly reporting and docs including deviation analysis

2. Support all Global, Regional and Local audits where the scope covers Customer Services / Care.

Job Skills: 

1. Team management

2. Proactive

3. Attention to details

4. Good communicator

5. Analytical Skills

6. Cross functional collaboration

Job Requirements (minimum requirement to carry out the work)

Education ▪ Education in business and or supply chain preferred

▪ Experience in customer service, Supply Chain, Controlling, and Team management

▪ APICS certification is a plus Internal Working Experience

▪ +10 years of working experience in supply chain roles Technical & Professional Knowledge

▪ Strong knowledge of SAP (Transactional / Planning systems) and BW.

▪ Advanced MS Office skills

▪ Service excellence competencies (Team Player, Positive attitude, etc.)