Senior Customer Experience Specialist - Care Chemicals

Now hiring! Senior Customer Experience Specialist - Care Chemicals

 

Florham Park, NJ (Hybrid)

 

We are looking for a Senior Customer Experience Specialist (CEX) to join our Care Chemicals team in Florham Park, NJ. 

 

Come create chemistry with us!

 

BASF’s Care Chemicals division is a globally leading supplier to the cosmetics, detergents and cleaning industries. We also offer solutions for technical applications and crop protection. Together with our customers, we create innovative solutions to meet the current and future needs of society more sustainably. We contribute to the long-term success of our customers’ brands with a broad range of products and concepts via our global network of production and development site. 

We are seeking a professional with strong customer focus, business acumen, and time management skills while being a team player that is result oriented to join our Customer Experience Team. In this role, you will be responsible for managing strategic accounts for all order to cash processes and engaging supply chain and commercial team members to contribute to an exceptional customer experience. You will be the key point of contact for resolving issues beyond your core responsibilities, with the expectation to continuously improve the customer experience. In addition, you will anticipate the customers’ needs and take proactive actions to exceed expectations, using your in-depth knowledge of the business and our customers. You will be a champion for change while embracing digital solutions and driving process automation. 

As a Senior Customer Experience Specialist - Care Chemicals, you create chemistry by...

 

• Leading day‑to‑day operations with a proactive approach to order management, owning the end‑to‑end order‑to‑cash process, anticipating customer needs, and providing recommendations based on order patterns and trends.
• Driving customer financial performance by identifying upsell opportunities and highlighting deviations from customer forecasts to support revenue growth.
• Navigating complex order‑to‑cash processes and competing priorities, applying sound judgment while continuously improving processes and policies that enhance the customer experience.
• Analyzing Supply Chain and business KPIs, driving improvements based on insights, and sharing best practices across the organization to accelerate growth.
• Collaborating cross‑functionally with business, functional, and commercial teams to build deep customer and market understanding, supporting profitable business decisions.
• Identifying and presenting opportunities, developing sustainable solutions, contributing to account plans, and championing continuous improvement, while ensuring customer business continuity plans and CEX team backup coverage.
• Facilitating the resolution of order exceptions and customer issues by leveraging Salesforce, establishing and utilizing reporting processes, and engaging internal stakeholders on commercial topics.
• Managing customer eCommerce platforms by proactively driving eSolutions, implementing digital tools and approaches, and promoting self‑service capabilities to improve engagement and efficiency.
• Leading new hire onboarding and mentoring teammates while serving as a subject‑matter expert for complex order‑to‑cash processes.
• Representing CEX by leading projects and initiatives, delivering measurable business results, driving continuous improvement, and collaborating cross‑functionally to ensure success.

If you...

 

• Preferrably hold a bachelors degree in Business Administration, Supply Chain or related field.
• Preferrably bring 2 years of experience in Customer Experience related roles.
• Possess a continuous improvement & customer focused mindset.
• Have strong analytical and problem-solving and organizational abilities.
• Bring strong project management experience, robust knowledge of Microsoft Office, SAP or other relevant Enterprise Resource Planning systems.
• Possess excellent communication skills. 

Create your own chemistry with you@BASF

 

At BASF, you will have the chance to do meaningful work towards building a more sustainable future. In addition to competitive compensation and benefits, BASF provides you with access to a wide range of elements to help you be your best. It’s what we call you@BASF. We are committed to providing benefits, programs, and o