Overview
Customer Service Officer (Front End) Jobs in Jakarta Metropolitan Area at BASF
Title: Customer Service Officer (Front End)
Company: BASF
Location: Jakarta Metropolitan Area
Objectives of the position:
- Manage OTC (Order To Cash) interfaces with customer efficiently and effectively.
- Contribute to better performance of Customer Order Management (OTC process).
Main Responsibilities & Key Activities
- Perform Customer Order Management process & monitoring, ensure all order processed correctly and meet customer satisfaction.
- Contribute to develop of customer relationships through proactive customer communication related to order management e.g. product availability, order status and delivery tracking.
- Support Credit Management, Billing and Accounts Receivable Follow-up.
- Handle customer complaints via NCM (investigation & closure), ensure NCM created for any non-conformance, followed up and closed on time. Capture customer expectations / requirement and feedback to BU / Functions.
- Provide order status report and monitor customers’ order placement.
- Contribute to further development of COM (Customer Order Management), fostering a culture of customer focus in the team, Knowledge sharing (Share & Learn, KNOWit) on order to cash process/issue, problem solving and trouble shooting.
- Actively involve and support project initiated by country, regional and global (such as NGBA, etc), improvement initiative HUB-country, as well as related to cost & process.
- Work with the Hub/Cluster and other party under joint responsibility to have a strong performance management established (operational KPI).
- Participate and drive LSP, LLP interaction for improvement initiative, capture all outcomes/ actions, follow up and documented.
- Participate OD/BU interaction, support all outcomes /actions and actively involve on any initiative and or join responsibility with OD/BU for any process needed that involved GB (Cross function interaction and collaboration).
- Contribute to simplify OTC process for efficiency and effectiveness (CS award nomination).
- Any additional task related to situation where involvement and join responsibility needed.
Requirement:
- Bachelor Degree in Economy OR Administration.
- Understanding on SAP OTC process and export import will be an advantage.
- Good knowledge of the business processes.
- Service excellence competencies.
