Senior Officer, Customer Service, Care Chemicals - Japanese Speaking

Job Title: Senior Officer, Customer Service, Care Chemicals - Japanese Speaking Company: BASF Job Category: SAP SD Roles & Responsibilities: * Ensure accurate, timely, and compliant execution of end to end Order to Cash (OTC) processes with efficient and demonstrate high level of reliability. * Demonstrate supervision skills to support the Customer Service team, ensuring service quality, compliance, and continuous capability development for the responsible countries. * Act as a key interface for key customer accounts, supporting business continuity, issue resolution, and long term customer relationships. * Support GBU in achieving KPIs and business targets through strong operational execution, process expertise, and data transparency. * Manage order management activities, including order creation, changes, delivery coordination, invoicing and follow‑up, and exception handling. * Monitor order status, supply availability, and delivery progress and performance; proactively communicate changes to customers as required and internal stakeholders. * Ensure accurate and timely documentation handling (e.g. shipping documents, etc). * Manage returns, credit / debit notes, and customer complaints via NCM system, ensuring timely resolution and feedback loop closure. Supervisory \& Team Support Responsibilities * Provide day‑to‑day supervision, coaching, and guidance to Customer Service team members. * Support workload allocation, priority setting, and escalation handling. * Act as a role model for service mindset, compliance, and customer focus. * Support team capability building, knowledge sharing, and onboarding of new team members. * Serve as primary or senior service contact for assigned key customer accounts. * Coordinate closely with Sales, Supply Chain, Finance, and Production to ensure stable service and issue resolution. * Support customer relationship development by ensuring consistent service quality and operational excellence. * Provide structured communication and updates to key customers during supply constraints or service disruptions. * Act as process expert for assigned OTC‑related processes (e.g. master data, credit management, NCM, quality coordination). * Serve as key contact across teams for process alignment and best‑practice sharing. * Support GBU heads and Sales with business analysis, service performance insights, and operational inputs * Ensure correct and efficient use of SAP systems in daily operations. * Act as SAP Power User, supporting reporting, analysis, and user guidance within the team. * Identify service gaps and improvement opportunities; support implementation of process optimization and standardization initiatives. * Contribute to data accuracy, transparency, and KPI monitoring for customer service performance. Lead and support adhoc projects as required Work Location: Petaling Jaya, M10, Malaysia Availability: Full time

Job Requirements: Job requirements: * Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, or equivalent experience. * 2-3 years of experience in Customer Service, Supply Chain, Logistics, or related operational roles. * Proven experience in OTC processes and customer interaction in a B2B environment. * Prior experience in team support or supervisory role is required. * Strong SAP knowledge; SAP Power User capability is an advantage. * Good understanding of foreign trade practices and documentation. * Strong customer orientation with structured problem solving skills. * Ability to manage multiple stakeholders and handle pressure in a dynamic environment. * Excellent team player with good communication skills Key Skills: Order Management Salary: Not disclosed