Customer Experience Expert

BASF Corporation - Florham Park, NJ4.2

Job Field: LOSC - Logistics, Supply Chain & Customer Service
Location: Florham Park, NJ, US
Company: BASF Corporation
Job Type: Standard
Job ID: EN_US_1805288

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.


At BASF, we create chemistry through the power of connected minds. By balancing economic success with environmental protection and social responsibility, we are building a more sustainable future through chemistry. As the world’s leading chemical company, we help our customers in nearly every industry meet the current and future needs of society through science and innovation. We achieve this through our commitment to continuous improvement and operational excellence, which gives us the opportunity to set and deliver on ambitious, long-term goals.

We provide a challenging and rewarding work environment with a strong emphasis on process safety, as well as the safety of our employees and the communities we operate in, and are always working to form the best team—especially from within, through an emphasis on lifelong learning and development. This allows for our employees to innovate and generate new ideas, put them into action, and gain insights from them to further advance our collective expertise.
And we are constantly striving to become an even better place to work. BASF has been recognized by Forbes Magazine as one of America’s Best Employers in 2017. We strongly support the spirit of collaboration through effectively involving team members and colleagues from other relevant units when developing and executing strategies and projects. Come join us on our journey to create solutions for a sustainable future!

Chemical Intermediates (CIN) Customer Experience Expert – Florham Park, NJ (1805288)

Where the Chemistry Happens
We are seeking a professional like you to serve as a process expert for all order-to-cash processes used within Chemical Intermediates (CIN) Customer Support organization in North America to ensure end-to-end accountability needed in the business to improve the customer experience and drive growth for our business. In conjunction with the Customer Support Manager, you will ensure that all Customer Support personnel have the tools and support available to them to fulfill their responsibilities. You will collaborate with the team to ensure that processes and reference material are optimized and consistent.
In this role, you will utilize analytical skills to conduct customer “deep-dives” to identify potential process changes needed to improve delivery reliability and enhance the customer experience regarding performance measures. You will partner with the Chemical Intermediates Supply Chain Transportation Analyst, Quality Manager, Supply Chain Planners, BASF’s Supply Chain Operations and Transportation Procurement, to drive and implement changes for specific customer/product lanes to improve delivery reliability for our customers.
As a continuous process expert for order-to-cash processes, you will lead projects and initiatives with broad scope and high impact in the Chemical Intermediates Customer Support organization. You will work across functions to institute best practices and to support the strategic initiatives of the Chemical Intermediates regional business. You will drive end-to-end accountability in the Customer Support organization by utilizing tools to identify key areas to improve delivery reliability and along with Customer Support Manager, Customer Support Specialist and other support functions develop and implement solutions for these issues.
Along with the Quality Manager, you will conduct Nonconformance Management (NCM) analysis and be a dedicated and centralized resource for the Customer Support organization, allowing you to identify NCM trends, process failures, and training gaps. You will implement process improvements and address training gaps when identified.

Qualifications - BASF recognizes institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent

Formula for Success
Leveraging your educational and professional background in Customer Care, Supply Chain, Business or related field, and your minimum work experience of eight years, you will serve as a process expert for all order-to-cash processes used within Chemical Intermediates (CIN) Customer Support organization in North America to ensure end-to-end accountability needed in the business to improve the customer experience and drive growth for our business.
As a trusted advisor, you will utilize your superior problem-solving and analytical skills to recognize delivery process failures by conducting customer deep-dives and develop and support short-term and long-term activities to offer lasting solutions to enhance the customer experience and improve delivery reliability.
Your demonstrated proficiency in needs assessment, process improvement, coaching, and training will be a valued asset as you identify and facilitate the sharing of best practices and process knowledge across the customer support organization by challenging old ways of thinking and developing and implementing new solutions and processes.
Utilizing collaboration skills, you will successfully engage across functions and key stakeholders on operational initiatives to optimize the effectiveness and efficiency of services proved by the Customer Support team.
Your keen ability to set priorities, make independent decisions, multi-tasking, and delivering on commitments will be critical to the role.
Your ability to collaborate with CIN’s Quality Manager will successfully assist you in being the dedicated and centralized resource for Non-Conformance Management (NCM) analysis in the Customer Support organization allowing you to identify NCM trends, process failures, and training gaps.
Your critical thinking skills will allow you to demonstrate proficiency and expertise in Supply Chain technologies and/or ERP systems (SAP) as well as Microsoft Office applications.
Create Your Own Chemistry: What We Offer You
Adding value to our customers begins with adding value to you. You@BASF is the suite of benefits, perks, programs and unique opportunities we offer to support you—the whole you—in all stages of your life and career. With you@BASF, you create your own chemistry.
The total rewards that you receive as a BASF employee go way beyond a paycheck. From competitive health and insurance plans, to robust retirement benefits that include company-matching contributions, to making sure you never stop learning, we believe investing in you is investing in our success. Working for a large, global organization, you’ll have a chance to grow professionally and personally, expand your network and build a rewarding and dynamic career.
BASF provides interesting and challenging learning and development opportunities to help you make the most of your talents and your job.