Lead global customer engagement and digital content strategy within Digital Human Health. Oversee campaign orchestration and optimize marketing technology stack for a cohesive customer experience.
About the role
- Manage the end-to-end ‘order to delivery’ lifecycle.
- Ensure accurate and timely processing of orders.
- Collaborate with Supply Chain Management, Logistics, Delivery Management, and other stakeholders to achieve high delivery reliability.
- Act as intervention manager throughout the order-to-delivery process to anticipate and resolve potential issues independently.
- Ensure customer Non-Conformances are recorded correctly in the system.
- Promote self-service for NC recordings, e.g. via myBASFWorld.
- Proactively communicate any deviations in availability or delivery timelines by leveraging self-service tools.
- Support training and troubleshooting digital self-service platforms.
- Contribute to continuous improvement initiatives in customer service operations.
- Accurately document and maintain customer information and order processes.
Requirements
- Hold a Bachelor’s degree in Supply Chain Management, Business Administration, Industrial Engineering, or a related field, plus, 3-5 years of experience in Customer Service or related Supply Chain roles.
- OR Hold a high school diploma or GED, plus, 8+ years of experience in Customer Service or related Supply Chain roles.
- Advanced degree (MBA or MS in Supply Chain) is a plus.
- Experience working in a matrixed, global organization.
- Familiarity with centralized planning models and regional execution strategies.
- Are proficient in SAP and possess strong Excel skills.
- Have understanding of the order-to-delivery process in a global setup with multiple supply points.
- Experience with data visualization tools (e.g., Power BI, Tableau) and knowledge of imports-exports, customs, and foreign trade operations is preferred.
- Have strong analytical and problem-solving skills, communicate clearly, manage stakeholders effectively, and stay calm in conflict situations.
- Are able to work independently and across teams, adapt to changing business needs, and help plan and lead transformation initiatives.
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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