Senior Customer Experience Manager, Care Chemicals, Florham Park, NJ

5 days ago

Florham Park, New Jersey, United States BASF Corporation Full time
About the Role

We are seeking a highly skilled and experienced Senior Customer Experience Specialist to join our Customer Experience Team at BASF Corporation. As a key member of our team, 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.

Key Responsibilities
  • Order-to-Cash Process Management: Lead day-to-day operational meetings to ensure proactive orders management and expertly manage the order-to-cash process, anticipating customer needs and providing recommendations based on order patterns.
  • Financial Results: Drive financial results for your customers, identifying upselling opportunities and deviations from customers' forecasts.
  • Customer Satisfaction: Implement solutions to complex customer needs and be measured on customer satisfaction and continuous improvement activities through Net Promoter Score.
  • Process Improvement: Navigate complex order-to-cash processes, competing priorities, and apply strategic decision-making, continuously improving processes and policies that impact the customer experience.
  • Supply Chain and Business KPIs: Analyze Supply Chain and Business KPIs and drive improvements based on findings, sharing best practices across the organization to accelerate business growth.
  • Collaboration and Communication: 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.
  • Account Planning and Management: Identify and 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.
  • Order Exceptions and Issues: 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.
  • eCommerce Platform Management: Manage the customer's eCommerce platform, actively pursuing eSolutions, identifying and implementing digital tools and approaches; engaging customers promoting digital commerce tools and resources enabling self-service and improved engagement.
  • Team Leadership and Development: Lead new hire onboarding and mentor teammates while being a process expert for complex order-to-cash process.
  • Project Management and Leadership: Represent CEX and lead projects and initiatives, delivering business results and driving continuous improvement measures & working cross-functionally where necessary to enable success.
Requirements
  • Education: A Bachelor's degree is preferred; Business Administration, Supply Chain, or similar field.
  • Customer Focus and Continuous Improvement: A continuous improvement and customer-focused mindset.
  • Analytical and Problem-Solving Skills: Strong analytical and problem-solving and organizational abilities.
  • Project Management Experience: Strong project management experience with robust knowledge of Microsoft Office, SAP, or other relevant Enterprise Resource Planning.

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