Assistant Manager, Customer Service (Team Leader)

Job Field: Customer Service
Location: Shanghai, CN, 200000
Company: BASF Asia Pacific
Job Type: Experienced
Job ID: EN_CN_24472

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

BASF has been a committed partner to Greater China since 1885. With major investments in Nanjing, Shanghai and Chongqing, BASF is one of the largest foreign investors in the Chinese chemical industry, and maintains the BASF Asia Pacific Innovation Campus in Shanghai as a research and development hub for the Asia Pacific region. Objectives Lead the Customer Service team (with around 20 subordinates). Manage interfaces with customers for order to cash processes, credit management, CS projects and provide improvements to supply chain management. Main Tasks

• Performance Management: Achieve BU scorecard targets for DR (Delivery Reliability), Order Automation, Customer Complaint, Accuracy of orders/document, etc. Proactively identify service failures and recovery plans in performance meeting;
• Process & Tools Optimization: Expand workload assessment tool to optimize CSO workload and enrich work content; Develop business expertise in process/ project interface to actively identify the risk and provide/align the solution in daily operation & individual projects.
• Customer Experience Management: Identify and drive improvement measures using UP! Your Service concepts leading to a visible improved customer experience; Proactively engage customers on providing differentiated services and customer centric solutions.
• People Development: Provide on-the-job mentoring and coaching to team members in matters related to order process efficiency and foster customer focus culture; Assign training framework and certification as per CS employee maturity level.

Requirements

• Bachelor degree or above with major in Supply Chain Management or Business related.
• 8 years’ relevant working experience in the area of customer service, with 4 years’ people management experience.
• Familiar with SAP relevant modules.
• Excellent communication skills in Mandarin and English.

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