Staff of Customer Service,EM,Tokyo,Japan(JG3)

Objectives of the Position           

• Manage OTC related to EM business of Customer Service properly with guidance. 

• Provide solutions to business operations proactively by analyzing / reviewing related OTC operations and increase continuous efficiency and improvement with guidance. 

• Monitor/analyze SCM KPIs with transparency and execute improvement activities with guidance. 

• Execute actions that contribute to achieving sales, profit, and growth targets by offering services that meet customer needs with guidance. 

• Contribute to SCM related and integration projects with guidance. 

Core Responsibility 

• Strategy 

Contribute to EM strategy with responsible area. Ensures strategy can provide efficient, agile and reliable customer services that are aligned with EM strategies as well as BASF’s regional and local strategies, with guidance by other team members and manager. 

• Customer relationship management  

Manage customer relationships in accordance with related business unit, and sales strategies, e.g. perspectives, sales excellence, value based management, key account management, and business rules. 

• Order to Cash and Non-conformance management 

Provide order management-related expertise and information to CSO team and functional counterparts for continuous process improvement, system harmonization and solution coordinator for process problem solving. 

Capture customer expectation / requirement in NCM process within own responsible business area. Analyze the root causes, propose corrective measures, and ensure on-time closure of the end-to-end process in coordination with BUs and Functions for non-product quality complaints. 

• Key Performance Indicators 

Monitor core KPIs and identify potential improvements. 

Contribute for improving performance within EM. 

• Process Improvement  

Identify and implement improvements in related process areas and share best practices within own team. 

• Projects  

Contribute mid to small size project with defined/agreed schedule and contribute budget control for Supply Chain related projects within EM as a project member. 

• Monitoring Logistics Service Providers Services 

Responsible for monitoring appropriate LSP services, include compliance, on time delivery to meet business requirement.  

• Training and development  

Actively participate any relevant trainings. 

Minimum Education and Qualification Required for the Position 

• Education: Bachelor's Degrees. 

• Ability to speak English as basic level are required. 

• Working Experience: Two (2) years in supply chain, especially customer services area or Four (4) years in other areas with certain expertise, which are closer to customer services. 

• Working knowledge of SAP or other ERP system required, and MS Office is also required. 

• Technical & Professional Knowledge: Developed in project management with an ability to effectively negotiate with commercial, functional units, and regional units, thorough knowledge of sales process and OTC process required.