Manager, Regional Customer Service Lead / Customer Experience Management, Regional Supply Chain

Job Field: Customer Service
Location: Hong Kong, HK
Company: BASF Asia Pacific
Job Type: Experienced
Job ID: EN_HK_25416

We are the world's leading chemical company because we offer intelligent solutions for our customers and for a sustainable future. We have over 110,000 employees connecting around the world. For you, this means an almost unlimited range of job opportunities, career development and lots of potential to continue learning . At BASF we believe strongly in the power of connected minds.

Description

Located in Hong Kong, BASF’s regional headquarters oversees more than 16,000 employees at about 100 sites across Asia Pacific. In addition to regional business units, Hong Kong office also houses regional functional units including Corporate Affairs, Finance and Controlling, Human Resources, Management Consulting, Procurement and Supply Chain Services. Objectives of the Position

• Reporting to Vice Director - Customer Care Asia Pacific, the incumbent will:
  • Drive regional initiatives for Customer Service Process Excellence, Performance Management & People Development
  • Champion the Customer Service Cultural Transformation initiative across Asia Pacific and effectively lead the change
  • Support regional initiatives for achievement of Customer Care objectives, targets and realization of benefits

Job Responsibilities

• Support Asia Pacific Vice Director Customer Care to build a customer centric culture through process excellence, innovative solutions and alignment of team efforts towards providing superior customer experience
• Support effectiveness of best practice implementation in close collaboration with Regional Customer Care Lead
• Collaborate with Customer Care colleagues to conceptualize, implement and measure innovative ways to support CS teams to deliver value to customers, provide superior service and achieve high operational performance
• Actively lead discussions with stakeholders in the value chain including BU and FS colleagues to strengthen ownership and provide value to Internal Business Partners to make BASF customer service a competitive differentiator
• Provide expertise to develop customer service education programs, including reviewing Training Framework & catalogues, new recruitment, and on-boarding packages, for CSOs and CSLs to think, decide and act in a variety of service situations
• Manage, track and publish performance data, headcount and order efficiency for Customer Care Asia Pacific
• Implement and manage the Annual Customer Service Award Asia Pacific
• Lead the development and enhanced usage of SAP functionalities and other BASF reporting tools with Innovation Portfolio Management and Business Intelligence & Analytics
• Lead initiatives (e.g. Six Sigma projects) for streamlining and continuous improvement of order management processes
• Create service communication packages to document best practices and disseminate periodic updates regarding customer service initiatives
• Participate actively to drive internal / external outreach programs e.g. CSO survey, Customer Survey, joint BU-FS customer visits, BU Customer Intimacy programs, CRM & BRM implementation
• Support development & implementation of periodic review mechanism with stakeholders (e.g. SLA/TA review) for higher organizational effectiveness
• Support strengthening and implementation of an effective NCM process
• Support effectiveness of team collaboration meetings and workshops with Regional Customer Care Lead

Requirements

• Holder of Bachelor degree or above in Business and / or Supply Chain Management. Master degree preferred
• At least 7 years relevant working experience in customer service, supply chain, sales, controlling and managing cross-country projects / teams
• Knowledge of OTC / business processes / SCM preferred
• Good understanding of the products/services of relevant business segments and functions at sub-regional level
• Demonstrate service excellence competencies
• Experienced in working with regional or global role in a dynamic and demanding environment
• Strong communication and presentation skills in English

Job Segment: Service Manager, Manager, Regional Manager, Management Consulting, Customer Service, Management