Customer Service Coordinator at BAM improving client service through Site Solutions Hub. Handling transactions, customer queries, and ensuring first - class customer experience in Kilsyth.
About the role
- Customer Service Manager leading customer service teams for BASF, focusing on Order-to-Cash processes. Coaching and developing employees to enhance service quality and efficiency at BASF.
Responsibilities
- Disciplinary and operational leadership of a team of customer service employees responsible for the Order-to-Cash proces
- Coaching, developing and supporting the team to ensure capabilities and service deliverables fit with customer requirements
- Evaluating overall performance by analyzing data and statistics (monthly reports and KPI’s) to ensure continuous improvement of service quality, staff efficiency and effectiveness
- Accountability for the quality of the service provided in accordance with BASF’s internal standards and rules
- Driving customer focus and continuously improving customer satisfaction
- Consistent implementing of service standardization and process/service automation, as well as initiating and executing of defined measures to increase efficiency, ensuring a continuous improvement process, including best practices along the supply chain processes
- Collaborating and exchange with internal interface partners and other business units
- Ensuring the onboarding of new employees; regular professional exchange with the team; continuous development of employees to improve quality and support new team structures
- Driving innovation – drive local activities with focus on business process excellence, efficiency and digitalization
- Ensuring EHS standards for employees within the team
Requirements
- Degree in Business Administration or a comparable qualification
- At least 3 years of experience in a comparable leadership position, or substantial professional experience in customer service
- Strong service orientation and enthusiasm for identifying the best solutions for our customers
- In-depth knowledge in customer service and/or export logistics, as well as a strong understanding of Order-to-Cash processes
- Proficient in common MS Office applications and SAP/R3-Cobalt
- Experienced in Change management/Transformation skills/Drive Innovation
- Effective communication Collaboration for achievements
- Advanced in English and German (leading discussions, conducting negotiations)
Benefits
- life insurance
- co-financing of MultiSport card
- remote work allowance
- training & development programs
- Company Social Benefits Fund
- VIP medical care
- lunch card
- commuting allowance
- EAP Employee Assistance Program
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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