Senior Customer Experience Specialist, Care Chemicals, Florham Park, NJ (Hybrid)

Now hiring! Senior Customer Experience Specialist, Care Chemicals

 

Where the chemistry happens...

 

As the leading global chemical supplier for the personal care, home care, industrial and institutional cleaning industries, and technical applications in the agrochemical industry, BASF Care Chemicals is focused on partnering with customers to create innovative solutions with great speed and agility to meet the current and future needs of society in a more sustainable way. We are proud to contribute to the long-term success of our customers’ brands by offering a broad range of products and concepts such as common household items, like cosmetics, detergents and cleaners, as well as industrial products and processes like crop protection, rubber belts, hoses, concrete, and metal plating.

 

At Care Chemicals, we not only care about supporting our customers and achieving strong business results; we care about our team members. We aim to create a motivating, inspiring and inclusive work environment where all team members feel supported, heard and developed. Being part of our team means showing up every day to work collaboratively across functions to win for the overall success of the team. We value bringing diverse perspectives and backgrounds together to stretch our teams to think differently, have the courage to speak up and challenge the status quo, and problem solve for the greater good of our customers and society.

 

We as the Care Chemicals division of BASF carry the passion to care in our DNA: we care for our customers, consumers, employees, society and our planet. Come, be a part of our team and create Care Chemicals with us.

 

We are seeking a professional with IExstrong customer focused business acumen, time management & organization capabilities, adaptable and open to change, while being a team player that is result oriented to join our Customer Experience Team.

In this role, you will be responsible for managing a global key account 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. 
 

Formula for Success: You will...

 

• Lead day to day operational meetings to ensure proactive orders management & expertly manage the order to cash process, while anticipating customer needs and providing recommendations based on order patterns
• Drive financial results for your customers, identifying upselling opportunities and deviations from Customers’ forecasts
• Implement solutions to complex customer needs and be measured on customer satisfaction and continuous improvement activities through Net Promoter Score 
• Navigate complex order-to-cash processes, competing priorities & apply strategic decision making, continuously improving processes & policies that impact the customer experience
• Analyze Supply Chain and Business KPI’s and drive improvements based on findings, sharing best practices across the organization to accelerate business growth  
• Collaborate with business partners, functional teams, and commercial teams to develop an in depth understanding of customers and market intelligence, contributing to  business growth and profitability
• Identify & present  opportunities, develop sustainable solutions, contribute to account plans, and champion continuous improvement and overall performance, ensuring a sustainable customer business continuity plan and backup for CEX team members 
• Facilitate the resolution of order exceptions and issues impacting the customer’s order, utilizing or establishing reporting processes and leverage Salesforce while engaged in commercial topics with internal stakeholders
• Manage the customer’s eCommerce platform, actively pursuing eSolution's, identifying and implementing digital tools & approaches; engaging customers promoting digital commerce tools & resources enabling self-service and improved engagement
• Lead new hire onboarding and mentor