Customer Service Officer

Job description

Job Field: Customer Service
Location: Bangkok, TH, 10000
Company: BASF Asia Pacific
Job Type: Experienced
Job ID: EN_TH_34591

We are a leading chemical company, with the best teams developing intelligent solutions for our customers and for a sustainable future. Our success as a company relies on the engagement of our employees. We encourage our employees to develop their strengths, and we recognize their achievements. For you, this means a wide variety of job roles, and exciting opportunities for learning and career development.

For BASF, diversity is one of the essential keys to business success and the well-being of our employees. We promote an inclusive culture that accepts the diversity of people, experiences and capabilities. By embracing talents and abilities of all kinds, we aim to boost creativity and motivation, and enhance our teams’ performance.

Join the team and connect with more than 110,000 other minds.

Description

Objectives of the Position
The objective of the position is to manage interfaces with customers for order to cash processes. It ensures orders from customers are received, processed and delivered in an efficient and effective manner. A superior customer experience enhances BASF image and customer retention. The person may be required to interact and solve problems with various BU / FU within BASF in order to successfully execute the orders for customers. In addition, support may be provided to other interfacing processes such as account receivables and logistics.

Main Tasks

Perform Sales and Delivery Order Management tasks including sales order creation, processing changes and returns, following-up on blocked orders, Letter of Credit handling, shipping and delivery tracking including following-up on shipping documents and despatch to customers if required, coordinate with Logistics and / or 3rd party Logistics service providers on delivery arrangements to customers and communication with customers on all order management related matters.

Support Credit Management on billing and Accounts Receivable management such as monthly closing and billing correction, handling invoice discrepancies, monitoring customer payment schedule and following-up on overdue payment with customers or Sales persons, processing credit/debit notes and rebates, etc.

Coordinate Master Data maintenance by raising request to concerned department for new article creation and / or article extension in SAP, raising request for maintenance of ship-to-party and bank code in SAP customer master data.

Manage customer complaints via Non-conformance Management (NCM) system (creating NCMs, monitoring investigation and closure) and reporting on customer complaints (exclude quality problems).

Provide order status report and monitor customers’ order placement against sales forecast and communicate with Sales persons if orders are not within forecasts.

Support implementation of business rules related to customer order management process

Contribute to the order to cash organization in Asia Pacific by actively participating in and / or supporting various initiatives and projects with ideas for improvements.

Qualification

Bachelor's degree in any field

Minimum 3 years’ experience in customer service and SAP exposure

Expert in SAP OTC processes / system applications

Good understanding of the products / services of relevant business segments

Well versed in the business processes / requirements.

Good command in Thai and English