Senior Customer Experience Specialist, Care Chemicals, Global Key Account Manager

1 week 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 Care Chemicals team. As a key member of our Customer Experience 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
  • Lead day-to-day operational meetings to ensure proactive orders management and 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 customer 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, and apply strategic decision making, continuously improving processes and policies that impact the customer experience.
  • Analyze Supply Chain and Business KPIs 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 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.
  • 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 e-commerce platform, actively pursuing e-solutions, identifying and implementing digital tools and approaches; engaging customers promoting digital commerce tools and resources enabling self-service and improved engagement.
  • Lead new hire onboarding and mentor teammates while being a process expert for complex order-to-cash processes.
  • Represent CEX and lead projects and initiatives, delivering business results and driving continuous improvement measures and working cross-functionally where necessary to enable success.
About Us

At BASF Corporation, we empower our employees with the tools, guidance, and opportunities they need to advance and succeed in work and life. Giving you the support you need to be your best and fulfill your personal ambitions is what helps us create chemistry. After all, our success is linked to yours.

What We Offer
  • Flexible work arrangements whenever possible.
  • Highly competitive retirement savings plan with company match and investment options.
  • Well-being programs that include comprehensive mental health support for you and your household family members.
  • Family forming benefits (fertility, adoption, and surrogacy reimbursement, maternity/parental leave, and more).
  • Back-up child and elder care with discount programs for families of all ages and stages.
  • Mentoring and career development opportunities that allow you to share, learn, and thrive.
  • Matching gifts program that allows you to deepen the impact of your contributions to qualified charities.
  • Employee crisis support for when the unexpected happens.
  • Access to our BASF wine cellar, employee discounts, and much more.
Equal Employment Opportunities

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, age, citizenship, color, religion, sex, marital status, national origin, disability status, gender identity or expression, protected veteran status, or any other characteristic protected by law.

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