Customer Experience Representative handling inbound customer calls related to underwriting and billing issues for AssuranceAmerica. Providing personalized support and problem - solving solutions in a fast - paced environment.
About the role
- Senior Customer Experience Specialist managing strategic accounts for BASF’s Care Chemicals team in Florham Park, NJ. Leading order to cash processes and enhancing customer experience.
Responsibilities
- Leading day‑to‑day operations with a proactive approach to order management, owning the end‑to‑end order‑to‑cash process, anticipating customer needs, and providing recommendations based on order patterns and trends.
- Driving customer financial performance by identifying upsell opportunities and highlighting deviations from customer forecasts to support revenue growth.
- Navigating complex order‑to‑cash processes and competing priorities, applying sound judgment while continuously improving processes and policies that enhance the customer experience.
- Analyzing Supply Chain and business KPIs, driving improvements based on insights, and sharing best practices across the organization to accelerate growth.
- Collaborating cross‑functionally with business, functional, and commercial teams to build deep customer and market understanding, supporting profitable business decisions.
- Identifying and presenting opportunities, developing sustainable solutions, contributing to account plans, and championing continuous improvement, while ensuring customer business continuity plans and CEX team backup coverage.
- Facilitating the resolution of order exceptions and customer issues by leveraging Salesforce, establishing and utilizing reporting processes, and engaging internal stakeholders on commercial topics.
- Managing customer eCommerce platforms by proactively driving eSolutions, implementing digital tools and approaches, and promoting self‑service capabilities to improve engagement and efficiency.
- Leading new hire onboarding and mentoring teammates while serving as a subject‑matter expert for complex order‑to‑cash processes.
- Representing CEX by leading projects and initiatives, delivering measurable business results, driving continuous improvement, and collaborating cross‑functionally to ensure success.
Requirements
- Preferrably hold a bachelor's degree in Business Administration, Supply Chain or related field.
- Preferrably bring 2 years of experience in Customer Experience related roles.
- Possess a continuous improvement & customer focused mindset.
- Have strong analytical and problem-solving and organizational abilities.
- Bring strong project management experience, robust knowledge of Microsoft Office, SAP or other relevant Enterprise Resource Planning systems.
- Possess excellent communication skills.
Benefits
- 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!
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