Customer Care Team Lead
At BASF, we create chemistry through the power of connected minds. By balancing economic success with environmental protection and social responsibility, we are building a more sustainable future through chemistry. As the world?s leading chemical company, we help our customers in nearly every industry meet the current and future needs of society through science and innovation. We achieve this through our commitment to continuous improvement and operational excellence, which gives us the opportunity to set and deliver on ambitious, long-term goals. We provide a challenging and rewarding work environment with a strong emphasis on process safety, as well as the safety of our employees and the communities we operate in and are always working to form the best team?especially from within, through an emphasis on lifelong learning and development. This allows for our employees to innovate and generate new ideas, put them into action, and gain insights from them to further advance our collective expertise.And we are constantly striving to become an even better place to work. BASF has been recognized by Forbes Magazine as one of America?s Best Employers in 2017. We strongly support the spirit of collaboration through effectively involving team members and colleagues from other relevant units when developing and executing strategies and projects. Come join us on our journey to create solutions for a sustainable futureCustomer Care Team Lead (1805423) ? Houston, TX Where the Chemistry HappensEach customer, person, and relationship counts at BASF. As the ?face of BASF,? our dedicated Customer Care Team is a direct extension of our values. The team is our problem solving and solutions champion. They communicate with confidence, react quickly, and collaborate with customers to deliver winning results and exceed expectations.We are seeking a professional like you to be responsible for the supervision of up to five Customer Care Account Representatives/Specialists while maintaining order fulfillment responsibilities. You will aid in the execution of the Customer Experience Strategy to ensure we are meeting and/or exceeding the expectations of our customers. You will have a solid understanding of the overall CCC organization strategy, how it fits into the broader scope of BASF, and be a key contributor for development of internal KPIs, goals, and objectives for continuous improvement.Formula for Success Leveraging your educational and professional background in Customer Care, Supply Chain, IS, Sales, or in a commercial role, you will supervise the day-to-day and talent management activities of five to seven CCAR/Ss and have responsibility for some order confirmation/material management, and communication between customers, business units and supply chain partners depending on the needs of the team.Your strong ability to interact with the customer in a helpful and friendly manner and to understand customer needs will be a valued asset as you develop and maintain customer relationships.Demonstrating your proficiency in time management and prioritization of responsibilities, you will provide project leadership across hubs, business units and global projects. This includes organizing clear key deliverables, establishing and meeting deadlines, action item resolution, information sharing with stake holders, decision making, collaboration, and final presentation.As a proven problem solver, you will identify, resolve and successfully close sensitive and/or high risk issues that may impact the customer or BASF. Additionally, you will use these skills to review the daily order exception report and direct team members to clear exceptions, including gate keeping for sales at risk reporting to the business unit.Your sound decision making ability and commitment to superior customer service will be a great benefit in this role as you will have business dependent authorization for expediting, alternate packaging offerings, incoterms determination, customer returns/debits/credits, and off-spec inventory and customer risk prioritization during high volume time periods throughout the year. Additionally, you will have the authorization to approve other services for CCAR/Ss on the team.Demonstrating adaptability and positive leadership during change management situations (including ever changing workload requirements), you will drive and implement new technologies and processes within your team environment.Your strong business acumen will be essential as you will be responsible for the financial and analytical reporting for the department: customer care performance metrics, customer adjustments, credit/debit request, billing corrections, audit and review return documents for billing into SAP and numerous other data requests.Collaborating effectively, you will participate in S&OP meetings, sales meetings, and other business meetings as required.Using your computer proficiency and experience in SAP or other ERP system, you will secure and analyze relevant information to identify key issues or trends through OTC expert knowledge in SAP and use of BASF Global Reporting Tools.Your proven organizational skills will be beneficial as you establish and improve work procedures and processes that support the company and departmental standards.Create Your Own Chemistry: What We Offer YouAdding value to our customers begins with adding value to you. You@BASF is the suite of benefits, perks, programs and unique opportunities we offer to support you?the whole you?in all stages of your life and career. With you@BASF, you create your own chemistry.The total rewards that you receive as a BASF employee go way beyond a paycheck. From competitive health and insurance plans, to robust retirement benefits that include company-matching contributions, to making sure you never stop learning, we believe investing in you is investing in our success. Working for a large, global organization, you?ll have a chance to grow professionally and personally, expand your network and build a rewarding and dynamic career.BASF provides interesting and challenging learning and development opportunities to help you make the most of your talents and your job.Apply for this job.